Banking vs Tech: what does ‘digital’ really mean?

In the second of a three-part series on banking and technology, Microsoft Australia MD Pip Marlow and ANZ MD Retail Distribution Australia Catriona Noble said while customers want the convenience that comes with digital, a personal touch will always be required for some specific transactions.

" How do you create a world where you can have the predictive analytics, the machine learning, that truly understand your customer as an individual?"
Pip Marlow, Microsoft Australia MD

“We want to be a fantastic digital bank, but with a human touch, so we kind of use this term ‘bionic’,” Noble told BlueNotes on video. “We need people to be able to [transact digitally] but for those more important interactions… [customers] still want to build trust, they still want to look someone in the eye and they want that personal touch.” 

The key is working out which transactions require that effort, according to Marlow. Data is the answer, she says.

”What’s an important moment for me might not be an important moment for you,” she says. “So how do you create a world where you can have the predictive analytics, the machine learning that truly understands your customer as an individual? A 360-dgree view of them that understands, actually this moment is more important and might require the human touch?”

“Data is the new oil and we have to mine it for insight.”

The also touched on putting the customer in the centre of digital thinking, friction-free customer experiences and loyalty. Watch the video to find out more. 

Renee Whitford is a contributing editor at BlueNotes