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Apple iPhone X - the mobile banking era is over

The mobile banking era is over, ANZ’s Peter Dalton says – now is the era of banking convenience, and the onus is on banks to find out what customers need.

Dalton – Managing Director, Customer Experience and Digital Channels at ANZ – said new devices like the iPhone 8 and iPhone X are more than just new kit but provide a platform for banks to meet changing customer needs.

“We’ve left the era of just mobile banking. We’re moving into an era of just banking more conveniently,” he told bluenotes on video and in a podcast.  

" It’s not about mobile banking; it’s about banking on your terms – where you are, when you are." Peter Dalton.

Dalton said the emergence of ATMs, cards and online banking over times had ramped up the convenience of banking in the decades since it was available only in business hours.

“So I think it’s not about mobile banking,” he said. “It’s about banking on your terms – where you are, when you are. I think you’ll see more of that in the future.  

 

Dalton said the best companies– he includes Apple among these –find the points of friction in the customer experience and address them.

“Our job is to find a need that customers have and if it makes sense for our business and our customers, find a way to bring that to life,” he said.

Carina Parisella is a bluenotes contributor

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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