Customer experience - If machines had a heart

The role of self-service in retail banking and insurance

Once upon a time there was a bank manager. He (it was usually a he) knew all about you and your financial situation.

He could advise on a whole range of products, from simply opening a current or savings account right through to giving advice on investments and providing insurance cover for all of life’s eventualities. He was a trustworthy chap; usually a key member of the community and your relationship with him was developed over years, possibly decades.

Fast forward to a world where you are unlikely to know who your bank manager is, never mind where he is located. Even if you do, it is unlikely you will have direct access to him (or her). Advice (if you believe it) comes from a plethora of channels – web, ATMs, mobile, IFAs and the branch (although you tend not to go to the branch much these days). Plus you can always ring one of those lovely call centres…

Download the 'If machines had a heart' PDF [100 KB]

Ann Sinclair
Ann leads our Customer Experience programme, working with clients and leading research initiatives to better understand the role of technology in delivering an improved customer experience.

Peter Barrett
Peter is responsible for marketing and business development in the Financial Services sector. His expertise is in customer service and channel management in the retail banking and insurance sectors.