I was going to move away from further debate about branch and omnichannel today, as there’s far more interesting stuff about Google giving payments away for free with Gmail and PayPal doing the same with mobile, but that will have to wait until next week as yesterday’s post created quite a stir.
I guess it was the mention of Apple (whose glossy rosy tint has reduced of late).
Or maybe it is that core message about designing for humans rather than money.
In fact, I did toy with the idea of Banks designed for humans, not geeks as a title, as the techno crowd fall into the same fervent misnomer as the branch crowd.
Equally, most get this wrong because they built their operations for one point of emphasis – branch, call centre, internet – and now are struggling because no longer do we deal with channels, we deal with a human at their point of need or want or desire or thought.
This is what the data geeks are really drilling down for: to get to the customer 24*7 as they have financial needs, wants, desires and thoughts, and that is why today's title is Banks designed for humans by geeks.