Be connected
Give customers and employees easy access to the information and tools they need
of enterprises say the quality of work of frontline employees in their organization would improve in the long-term with access to data-based insights.
Make your people part of the digital experience
People will always be the best way to build lasting personal connections, even as technology advances around us – the challenge for banks is how to show empathy in digital experiences. Allowing customers to easily connect with advisors in the branch or digitally—through chat, voice, and video—makes it possible to achieve the human touch. It creates richer moments that make customers feel cared for by real people throughout their financial ups and downs. When employees are empowered with complete and extensive customer insights at the right moment, they can connect with customers in more meaningful ways, to deliver high-value and differentiating services.
“Banks should allow bank employees the autonomy to listen and understand the human beings in front of them and do what they can to help, rather than requiring them to see the person as a number on a computer screen.”
– Bank customer (USA), Temenos Survey 2021 respondent (4,700 banking consumers).
"The practicality of online is irreplaceable, but the real proof of affection for customers always comes from those who serve customers.”
-- Bank customer (Brazil), Temenos Survey 2021 respondent (4,700 banking consumers).
Partner with the best
Customer needs and expectations evolve quickly. By embracing an open ecosystem, banks can get new services up and running quickly, from the latest fintech innovations and new customer service tools to services beyond banking. By partnering with financial, and even non-financial institutions, banks can position themselves as a trusted partner and advisor, delighting customers with an efficient and seamless user experience while addressing all their needs on the same platform.
Research from Accenture found that 31% of SMEs are looking for close engagement from banks, seeking proactive ideas and non-financial assistance to help optimize their business.4
4. SME Banking 2020: Changing the conversation (and capturing the rewards) | Accenture, 2016
“The biggest thing that would make a difference for my bank is for them to listen to the customers and then rapidly get some solutions out there to help us.”
– Managing Director, consulting agency, Temenos SME Think Space Innovator Series, 2020
“It is important for us that Alba is ‘born in the cloud’, with market requirements already built-in enabling us to set up our bank quickly. Serving both incumbent and challenger banks, Temenos has the knowledge and the ability to deliver a timely, cutting-edge and future-proof digital banking platform.”
– Rod Ashley, CEO, Alba
Connection in context: Alba
Designed with the SME customer in mind and with a mission to fuel economic growth, Alba will use Temenos Infinity to power its digital lending and savings business lines. By deploying the technology in the cloud, Alba utilizes an agile implementation to complete delivery. With Temenos’ packaged software and advanced cloud technology, Alba can rapidly take innovative products to market. The bank can also create digital ecosystems to offer its customers best-of-breed services using Temenos’ API-first technology.
