Digital Banking Masterclass

Eureka Financial

Course summary

3 days

Online courses

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Eureka Financial

Professional Training

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Course description

Digital Banking Masterclass

In a world where technology is rapidly evolving customers now expect a personalized service, anytime, anyplace, anywhere. In the world of retail banking where branches and face to face contact has been the norm for years the impact is huge. The future of expensive branch networks are now under severe scrutiny as technology is enabling customers to deal conveniently with their bank “at a distance”.

How should banks adapt? Banks have enjoyed long term relationships with customers for years frequently reinforced by face to face contact. Mobile, in particular, is changing the balance of channel use and customer preference. However technology advancements are not unique to banking they exist across all industries, across all continents and across all age groups and all social strata. What, if anything, can banks learn from other industries that will assist their future performance?

How do banks develop revenue streams from these new channels? How do they balance the demands of different customer groups? What is the role of digital banking in customer acquisition, growth and retention?

The world is seeing unparalleled increases in computing power, storage capacity and bandwidth. This revolution enables customers to change where they access information, who they trust to supply it, what they do with it and how they interact.

This technological “tide of change” is taking place alongside Institutional Change, Demographic Change, Environmental Change as well as Social Change – banks are not immune to any of these major issues impacting their customers.

Learning how to compete successfully in this exciting and dynamic environment is essential – this program will help attendees develop a successful path to revenue growth, experience delivery and digital excellence

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Suitability - Who should attend?

Professionals involved in digital banking and transformation
FinTech Companies Offering Digital Solutions
Retail Banking Professionals

Outcome / Qualification etc.

Understand the challenges that digital creates in channel choices for customers
Appreciate the major tides of change and how to address them for future success
Appreciate the changes occurring in a range of industries impacting customer behaviors
Appreciate how to deliver a world-class digital customer experience
Understand how to gain the right balance between branch and non-branch channels
Multi-channel or Omni-channel – what is the difference?
Understand the benefits of the traditional branch channel and how it can be made more productive in a digital world
Appreciate the technology changes available and how they are already changing customer behavior and interactions with their bank.
Understand the importance of the new channels particularly mobile and social media and why customers in specific segments prefer them for banking.
Understand how to maximize value from these new innovations– ensure there is full appreciation of the integration of these channels and how they can work together for maximum benefit
How to increase productivity across all channels whilst maximizing the opportunity presented by digital banking
Understand the expected trends within retail banking over the next few years – understand how to adapt successfully to this new world

Main topics

This program puts into context how technology advancements across the world are shaping the future direction for retail banks and their customers
There are major tides of change shaping the future behaviors and requirements of customers
Industries such as retail are leading the world of change in the eyes of the customers – this program will share some of the technology innovations impacting the lives of customers and by implication requiring attention of banks
New distribution channels such as the internet, mobile and social media have created a challenging environment for branch profitability – how do banks respond?
This program will explain the conflict between traditional branch network banking and the new electronic channels
Mobile technology along with the arrival of the tablet has changed customer behavior – banks have to adapt – how should this be done?
What impact will digital have on usage/loyalty?
The program will help attendees get a feel for the required balance between the channels and understand how these new channels can be harnessed for profitable growth and expansion
How do you develop profitable growth from remote channels when you don’t see the customer face to face?
Where do you focus marketing activity in such a diverse distribution environment?
How should marketing change – what are the options to deliver the necessary return on expenditure?
Digital banking – the future for which segments?Where should a bank focus its activity to maximize usage, loyalty and profitability?
What is the impact of mobile money? Is it a game changer? Who are the leaders? – Why are they successful?
Social media – enabled by the power of technology – changing customer behavior especially for the younger segments; how can you harness this change for acquisition, improved retention and growth?
This program will give attendees a sound base of understanding of the changes, the impacts of digital banking and what it means for customers, staff and performance.

Course delivery details

The course will be delivered over 3 x 4.5 hour sessions.

Expenses

Early bird price: £1750 + VAT
Regular price: £2095 + VAT

Register by 19 Mar to save £345.

About provider

Eureka Financial - Expert in Banking and Finance, Regulatory, Risk and Wealth Management Training.

Eureka Financial is a provider of banking, finance, regulatory, risk and wealth management training courses. We also offer some business management and soft skills training programmes. Based in London, UK, we organise public courses in London as well as tailored in-house...