Retail Banking 2011: Product Innovations From Around The Globe

The challenging conditions of the last few years have had a huge impact on UK banks, arguably distracting them from the task of devising new and innovative products for consumers. However, banks need to focus on new product development in order to gain a competitive advantage. They can learn from overseas providers, who are often more inventive than their UK counterparts.

Features and benefits

• Provides examples of particularly innovative financial products from abroad from which UK providers can take inspiration.
• Analyzes the impact that adoption of these concepts will have on the UK market, with respect to consumer behavior and perceptions.
• Showcases how overseas banks are responding and adapting to changing consumer needs and expectations.

Highlights

Mobile payment technology is rapidly evolving and is growing in popularity. Commonwealth Bank in Australia has brought out Kaching, a mobile application which lets users make payments to phone number, Facebook and email contacts. It also allows contactless payments at selected retailers through the use of an NFC-enabled handset sleeve.

Financial providers are starting to experiment with social media in an effort to engage with their customers. ASB Bank in New Zealand was the first in the world to launch a “virtual branch” on Facebook, where customers and non-customers alike can conduct real time chats with specialist advisors.

The provision of added-value services can help to promote “customer delight” and strengthen the relationship between bank and user. CIBC in Canada has a smartphone application that helps house hunters by allowing them to save photos and property details for later comparison, research house prices and neighborhood reports, and view advice articles.

Your key questions answered

• What new innovations have overseas banks brought to market?
• What role can such products and services play in improving customer acquisition, retention, and profitability?
• How can the latest technologies improve the customer experience?