Aus banks leading the pack on customer experience

Australia's banks are leading the Asia Pacific with their focus on customer experience, futurist Chris Riddell says, a vital advantage in an era where bank-customer relationships are as fragile as ever.

Aus banks leading the pack on customer experience

" Customer relationships with banks are more fragile than they have ever been."
Chris Riddell, Futurist

Speaking exclusively to BlueNotes on video, Riddell said experiences are how banks can ensure they keep customers in an era of disruption from fintech startups.

“What it really comes down to is experiences," he said. “Not just offline but online as well through mobile and through mobile apps. This is where consumers are really demanding something special."

Riddell says banks are well-positioned in the fintech space but need to keep the focus on making things easy and simple for customers – which means going online.

“We've seen incredible innovation stories coming from the banking and financial services industry in Australia," he said. “I genuinely believe we are actually leading the pack in many ways here in the region.

“Customer relationships with banks are more fragile than they have ever been. How are you going to set yourself apart from the competition?"

Watch the video above for more.

The views and opinions expressed in this communication are those of the author and may not necessarily state or reflect those of ANZ.

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