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April 21, 2010

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Graham

Great presentation as usual. Loved the quote at the end 'a video head is nowhere near, well, what you'd want to be dealing with, as compared to a human interface'. It got me thinking whether all of these remote interfaces to banking are the logical choice but as human beings we still crave human interaction, even if it is on a less frequent basis for more selective services. In the same way that banking could be done from anywhere in the world, companies like Cisco will enable you to 'attend' conferences from anywhere in the world....but it is just not the same.

Chris Skinner

Thanks Graham

I still whole heartedly believe that humans need human interfaces. They need them now and forever more. However, access to the human interface2face services will become more concentrated whilst access to the human interface2screen will be more likely over time. As face2screen becomes more common and acceptable, face2face will be desirable but less required.

Chris

Chris Skinner

A question received today from one banker:

I have been listening to your speech which I find very interesting. One topic I want to ask you about.

At the end you say this: "So why and how will I engage with my bank? I’ll do it through my electronic media (internet, mobiles, pda etc) and I will expect you to reflect the branch experience electronically - make it seem to the customer that he is in his local branch but do that electronically. The people in the branch are the people I connect with locally – I like that. And that to me is the next wave of banking."

What do you mean by this?

My answer:

As I mention earlier in the presentation - branches are not dead, just reduced in number and more sales and advice oriented.

So now I visit a branch that's 20 miles from my house rather than 2 miles, and I go there maybe once a year. It happens to be in the biggest shopping mall that 1 million or more people in my area visit, so it makes sense to put a mega-sales brnach there.

My contact is John, and I keep in contact with John as my relationship manager.
However, four or five times a year, I need to talk with John and can't be bothered to drive 20 miles to the shopping mall, so I just make contact with him via video / social media / virtual connections.

That's what I meant, e.g. the person I trust in the branch who I see once a year face2face, I see many more times a year face2screen.

Interesting email discussion and so I thought it worth repeating the conversation here for those interested.

Chris

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