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Beyond Digital: How Can Banks Meet Customer Demands

Beyond Digital: How Can Banks Meet Customer Demands

Consumer behaviors and expectations are shifting in ways that are forcing banks to both redefine their priorities and transform their distribution models. To help map and describe these changes, Accenture’s 2017 Financial Services Global Distribution & Marketing Consumer Study gathered the views of more than 32,000 banking customers across 18 markets.
This whitepaper from Accenture provides valuable insights into how customers want to interact with their banks, and where innovation can play its part. One of the clearest conclusions from the research: To re-establish trust with customers and secure their loyalty, banks will need more than just a digital-first approach. As digital offerings mature, banks must define their value proposition to encompass both digital innovation and traditional values to meet their customers’ needs.
Robo-advice at Macquarie Group: applying process automation to drive a digital customer experience

Robo-advice at Macquarie Group: applying process automation to drive a digital customer experience

In 2015 Macquarie Group made the move to make computer-generated financial advice available to the average Australian by rolling-out a robo-advice platform called OwnersAdvisory.

The platform, which is heavily based around process automation, is the brainchild of John O'Connell, Chief Investment Officer of Macquarie's Banking and Financial Services Group and offers customised financial advice in line with an investor’s profile, goals and risks.

In this article, John shares how his team is leveraging process automation to deliver advice that addresses granular customer needs, the strategies used to gain internal and external buy-in in process automation and the lessons learned from their journey so far.