Banks Increase Investment In Innovation

By  |  November 15, 2012
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According to global consulting, technology and outsourcing services provider Infosys and the European Financial Management Association (Efma) 76% of banks have increased their investment in innovation in 2012. Online and mobile channels receive special attention with 26 and 20 percent of the budget destined to these channels respectively. The study also revealed 93% of banks expected to introduce mobile payment services to their customers in the next three years and 89% planning to provide tablet banking applications. Banks are also keen to increase their social media footprint, with 87% focused on integration with social media.

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    Efma also found that banks are betting on self-service experiences: at the branch, ATMs, online and on mobiles. Both studies highlight the importance of the customer experience and the need to increase the channels for interaction. There is an emphasis in communication and personalization in all banking channels.

    The report recorded the opinions of 300 bankers in over 66 countries.

    Read the full report here.


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