渐进式核心银行现代化入门指南

The next revolution in banking experience Author:Dharmesh Mistry,Chief Digital Officer, Temenos Background Much like internet banking, its pioneering successor, mobilebanking faced similar adoption rate issues, taking time tomature. In certain countries this maturity is still to be reached, withregular use of mobile banking not yet surpassing over half of thecustomer base. Mobile phones were created in the 1970s andearly iterations of mobile banking applications first appearedduring the late 1990s. These were available on feature phonesbut lacking in usability and failing to capture wide adoption. Itwas not until 2007, when smartphones and apps were introducedand readily adopted, that the true mobile revolution gainedtraction, popularised largely by Apple. Today, mobile banking isexperiencing ever-increasing popularity and frequency of use, withleading mobile banks such as BBVA expected to have over 50%of their customer base on mobile this year. Customer interaction and channel preferences have experiencedsignificant changes over time and are constantly evolving andexpanding across all industries, including banking. To consolidatecustomer satisfaction and cultivate customer advocacy, banks mustendeavour to continue to meet these changing needs through useof innovative and progressive technology. Self-service banking interactions with technology were firstintroduced to customers through the implementation of ATMs,marking the advent of self-service banking. For staff, theirintroduction to the digital age began with some employees usingtext terminals that provided the first user experience with computing,though these character interfaces lacked intuitive design andrequired training. Channel options for customers experiencedfurther expansion with availability of phone banking in the 1980s,while staff started using graphical windows screens. By the early1990s PC banking had begun to surface enabled through the useof dial-up modems, though the expense of purchasing a homecomputer at this time resulted in limited early adoption. More recently, since 2016 and increasing year on year, therehas been growth in interest and adoption of conversationalinterfaces for banking. This rising awareness and applicationof conversational interfaces extends beyond banks, withaggregators who’ve successfully leveraged open banking,providing services on top of existing banks’ capabilities alongwith conversational abilities. The proficiency and agility ofsuch aggregators is an area of concern for banks to be takenseriously. They offer stiff competition and even posing a potentialdisintermediation threat. Nonetheless, aggregators and thirdparties cannot offer everything banks can, lacking establishedcustomer relationships and longstanding reputations. However,their advantage lies in their agility and digital-first strategy, ableto take significant share of customer interactions and providealternative products and services. The first significant digital revolution, which brought about realchange in customer banking habits and interaction optionsoccurred in the late 1990s. The graphical web browser and theinternet set technology on a ground-breaking path to digitalproliferation. With the millennium on the horizon PC adoptionwas on the rise, experiencing wider use in the home and theoffice. This was in spite of considerable bandwidth limitationsand most initial websites providing fairly basic content. Despitethe hype and interest in internet banking, from its inception it hastaken many banks almost twenty years to reach the milestone ofover half their customers actively using internet banking. What isConversational Banking? It would be easy to consider conversational banking as simplyanother self-service banking channel with little to differentiateit from other channels that fall under the same category.Conversational banking is highly unique and able to offer anumber of significant benefits for banks over other channels,both assisted and self-service. To dismiss conversational bankingwould be to dismiss greater personalised services and animproved customer experience. Growth of conversational interfaces Across the world chat apps receive unprecedented volumes ofuse and popularity, offering widespread appeal through theirconvenience. Facebook Messenger, WhatsApp and WeChatare among the top five apps used globally, according to areport (Mobile Metrix) from Comscore1. When combining theuser base of these three platforms, the cumulative number ofmonthly active users is over 3.5 billion2. The amount of time spenton chat apps is equally substantial, as according to Apptopia3,over a three month period in 2018 WhatsApp users spent a totalof 85 billion hours chatting. To give this figure context, 85 billionhours equates to 3.5 billion days, amounting to half a day perperson on Earth. The use of chat shows no signs of slowing, withgrowth in messaging traffic predicted4to rise 20% year on yearthrough to 2020, when 274 billion chat messag