Wednesday, August 19, 2020

UnionBank's 3rd E-TalkTales: Superior Contactless Customer Experience in the New Normal

“A contactless experience does not mean “an experience devoid of human feelings and interactions. Rather, we feel that the experience should still, perhaps even more at this time, allow people to connect with each other. What we are now focusing on is how we can increase the ability for people to connect to other people as they are doing financial transactions in a contactless world. For instance, when buying things via Viber groups, how do we design our receipts to be more friendly? How do we make it easier for people to transfer using QR code? We are constantly reviewing what we've launched. When we look at our design process, there are several layers to it. We always start with the customer and are led by the customer, which is why we have a purely digital and a hybrid approach. We expect that we will learn about more things that need to be prioritized, and I think, thanks to our agile way of working as part of our digital transformation, we are confident that we will be able to respond quickly.” ~Ana Delgado, The Leading Digital Bank’s Chief Customer Experience Officer, and Consumer Finance Center Dead

Contactless transactions must still have human touch - UnionBank CX chief

UnionBank's 3rd E-TalkTales Superior Contactless Customer Experience in the New Normal. From online shopping to bills payment, a lot of today's daily activities now rely heavily on contactless payment channels. These channels have become important solutions amid the continuous flight against COVID-19, enabling customers to make transactions while practicing social distancing.

For the third iteration of UnionBank's E-Talktales as discussed the importance of contactless transactions in a world where people are socially distanced, and how the Bank continues to introduce solutions that enable superior contactless experiences for its customers in this new reality. 

In an age of social distancing where contactless solutions are the preferred options, companies must not forget that there is still a need for the human touch in these transactions in order for them to become more meaningful for the end-users. That focused on contactless banking solutions and their importance in the new normal.

UnionBank has always employed a human-centric approach when it comes to the creation of digital solutions, and part of this is ensuring that customers are able to enjoy contactless experiences that are seamless while still being able to create meaningful human connections, especially amid the COVID-19 pandemic where physical interactions must be minimized as much as possible.

More than looking at the features that they currently have, Delgado pointed out how UnionBank is redesigning and repositioning these features. This is ingrained in a continuous cycle of testing, redefining, and deploying that allows them to deliver contactless solutions that address the different pain points of customers when making financial transactions online.

Amid the pandemic where lockdown levels can change at any time, UnionBank doubled down on its commitment to respond quickly to the ever-changing needs of customers, which the bank pins on its agile work culture.

Reimagine the possibilities that digital brings to the world and reinvent ourselves accordingly.

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