High Value Touch

The Everyday Bank is, without a doubt, a technically smart bank. A technology front-runner, it maximizes all the advantages available in our digital age.

But something critical can be lost in the technology shuffle—something banks, in particular, cannot afford to lose. That is, the human touch. Without the strong, reassuring sense that a real, caring and empathetic person is somewhere involved in the monetary process, banks flounder.

Managing that human interaction is both a trust and a resource question for banks. How can a bank instill trust and nurture that warm, personal connection with customers while managing its personnel and their time effectively?

The Everyday Bank gets this equation right by ensuring human interaction occurs at high value moments. Even better, banks can use both data and technology to help pinpoint those moments and make the most of them.

When a customer is car-buying, for example, an e-mail can effectively summarize and provide the bank’s suggestions for the purchase. By reviewing a wealth of the customer’s accumulated transaction data–acquired on an opt-in basis–the bank can recommend a make and model that best suits the car-buyer’s needs, and that information can be bundled into a compelling, electronic report.

But when that same car buyer is ready to haggle, speaking to a live person might better build the trust needed for that singular transaction. The Everyday Bank knows this, and maximizes these high-value opportunities. It is tuned to offer the right touch at the right time.

Read more about how BBVA is is improving the car buying experience.

Max Colangelo

Everyday Bank Program Lead

Max Colangelo leads Accenture’s Banking Industry for Italy, Eastern Europe, Greece, Turkey and the Middle East, and is also the Mobility Lead for Financial Services for Europe, Africa and Latin America. He is responsible for delivering wide-ranging programs in banks – from strategic reviews to business and operational transformation, from optimization of distribution models and multichannel business architecture, to service model definition and product innovation. Mr. Colangelo has helped numerous financial services clients achieve their goals, ranging from traditional reengineering efforts to innovative efforts around mobility and digital channels. Since joining Accenture in 1994, Mr. Colangelo has held leadership positions within the company’s financial services industry. He holds an engineering degree from La Sapienza University, Rome. View all posts by Max Colangelo

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