SAN JOSE, CA -- (Marketwired) -- 04/22/13 -- Cisco (NASDAQ: CSCO) today announced the results of the Cisco Customer Experience Report focused on retail banking. The global report examined consumers' desire for a banking experience that is more personalized to help simplify the management of their finances over multiple channels, including online, mobile phones, telephones, video conferencing and bank branches. It also examined views about the privacy of their personal information and the value of financial management tools used in their daily lives.
Consumers globally identified the most important attributes when interacting with their financial institution or financial advisor as: availability (63%), competence (65%), and efficiency (68%). Consumers indicated a willingness to exchange more details about their financial habits and having banks be more active advisors in exchange for greater protection from identity theft (83%), increased savings (80%), personalized service (78%), and greater simplicity (56%) in managing their finances. Only 54% of consumers expressed a desire for automated systems to provide financial advice or recommendations, while 59% indicated that they would be comfortable with location-sensitive recommendations delivered to a mobile device.
The majority (71%) indicated being comfortable with the increasing use of virtual communications in addition to in-person financial conversations, with emerging economies slightly preferring on-demand access to expertise (48%) over speaking with a particular individual which was favored in developed economies (52%).
Overall, the report demonstrates consumer interest in more personalized, timely and valuable connections with banks; the type of connections made possible by what Cisco describes as the Internet of Everything (IoE). The Internet of Everything brings together people, process, data and things to make networked connections more relevant and valuable than ever before. Cisco recently released an Internet of Everything economic analysis that identified banking and insurance as industries positioned to capture as much as 9% of the $14.4 trillion in bottom-line value that will be created over the next decade by the Internet of Everything innovations.
Highlights and Key Facts:
The global report, conducted in early 2013, includes responses from 1,514 consumers and 405 bank professionals across 10 countries. The report studied the views of how and when consumers want to engage with their banks across multiple channels for activities ranging from account monitoring to acquiring financial advice.
Majority (69%) of U.S. consumers' desire for more simplified personal financial services
Consumers' willingness to share private information with bankers
Majority of Global Consumers virtually connected to their bank
For more information about the Cisco research in retail banking, please visit Cisco Customer Experience Report website.
Jorgen Ericsson, vice president, Global Financial Services Practice, Cisco Internet Business Solutions Group (IBSG)
"The battle for the financial consumer has begun. Retail banks that succeed in providing a seamless customer experience across all channels to market -- branch, mobile, online, contact center -- will be the winners of the future. Superior customer experience will be the only long term sustainable differentiator."
Al Slamecka, marketing manager, Financial Services, for Cisco
"This report reveals that consumers want more personalized services that ease how they manage their finances and are willing to provide banks with more private information in exchange for these enhanced services. Banks that take advantage of this opportunity to improve customer centricity to deliver more personalized services that will not only capture wallet share but also strengthen trust and loyalty to their brand with their customers."
Technorati Tags: Cisco, Internet Business Solutions Group (IBSG), Retail Banking, Video, Video Conferencing, New Business Models, Financial Services, Research, Study, Omnichannel, Internet of Everything
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