Following an engaging presentation recently at the Forrester CIO Summit APAC 2012, Saul van Beurden, CIO Retail Banking International of ING, talked to me about the changing banking industry and what banks need to do to be different. In today’s experience economy, they can’t just compete on price, it’s all about the customer.
In the video below Saul gives some insights into how ING do things differently in the experience economy and work in an agile environment to deliver improved customer experience. Facebook is a new frontier for the bank and in Canada, they have integrated to fetch your banking statement. “While you are on your Facebook page, your bank is with you.” says Saul.
ING are also listening to customers, watch the video to learn how they are using SAS Social Media Analytics to measure sentiment and tailor customer offers.
Question: How is your bank doing things differently?
2 Comments
Business models & communication become so obvious when viewed from a customer perspective. Good for ING for waking up.
Agreed Ralph - they have an impressive approach to social that is obviously backed up by a good culture. I especially like that the CIO knows so much about the opt-in aspects and is so obviously supportive.