The banking industry has seen a number of key technology advancements over the last several decades, as it has moved away from a brick-and-mortar strategy toward a more self-service-driven model.
• In the 1970s the rise of personal computers provided an alternative to traditional banking, though technology was still in its infancy
• In the 1980s, technology started to evolve, and ATMs were introduced – in addition to computer banking – as high-tech solutions to meet the needs of customers on the go
• The introduction of mobile phones in the 2000s brought consumers the ability to conduct mobile banking, accessing their account information and completing transactions on the go
So, the question we ask ourselves now is what’s the next step in the evolution of the banking customer experience?
The introduction of chat apps
The rapid evolution of smartphone technology and the rise of connected devices has led to