Payments modernization research

10 Hard realities – and opportunities – in payments modernization

Nationwide Building Society creates a digital bank from the inside out

Nationwide used new technology to enhance customer experiences and simplify lives with features like self-service, new ways to pay, wearables, Apple Pay, Nationwide Now video conferencing and a next-generation banking app.

Westpac puts unprecedented banking power in customers’ hands

The new Westpac One mobile banking platform helps users perform almost any banking transaction and access multiple accounts with its novel, single-view timeline feature.

Australian digital-only UBank improves the customer home loan experience

In the world of digital banking, bigger isn’t always better. Australian digital-only bank UBank disrupts the banking industry to deliver a simpler, better, smarter customer experience.

Banks market to, acquire and serve customers through different channels.  Every interaction across these touchpoints matters for a fruitful relationship.  For banks, digital technologies can be a real threat to those that are slow to adapt, or a tremendous opportunity. IBM channel transformation solutions help banks offer superior omnichannel experiences based on a profound understanding of customer behavior through deep analytics.

Transform customer touchpoints from silos to omnichannel experiences to help reduce inefficiencies and allow for better customer engagement:

  • Integrate applications, people and data across channels
  • Capture interaction context and derive actionable insights
  • Actively guide customer interaction every step along the journey

An omnichannel infrastructure not only allows banks to better serve customers, but also helps align value and cost. Use self-service channels for low-value, routine transactions and human channels for high-value activities. IBM’s industry knowledge, consulting skills and design thinking methodology allows banks to design an excellent cross-channel customer experience, while various digital transformation solutions make that happen.

Additional resources

Get branch transformation right 

Branch-related expenses often represent one-third or more of a retail bank’s operating expense. They are also where deals are closed and relationships are built. 

IBM Mobile solutions drive digital innovation

True mobile engagement happens at the intersection of technology and design.

Business. Technology. Insights. Experience THINK 2018

From blockchain and banking to quantum computing, THINK 2018 featured industry leaders sharing strategies and smart talk on the key challenges facing business today. Check out their insights, for your competitive advantage.

IBM technology support services for ATM and Branch Services

Use analytics-based, proactive technical support to help optimize ATM and branch services availability. ATMs and other branch services need to be available whenever your customers want them.

Watson Customer Engagement

Artificial intelligence (AI) is changing the way marketers, commerce and supply chain professionals engage customers. Watson AI is leading the way.

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