Modern banking: technological or human?

12 years ago I was a client of a super safe bank with an absolutely disgusting client service. For example, when I came once to the brunch to get some cash without a plastic card, they gave me 90% and froze the card after all – in accordance with their security policies. It was the last drop, so I moved to a fully digital bank after all.

 At that time fully digital bank was not a common thing. I fell in love with their internet and mobile bank, amazing digital UX, but most of all – with their attitude to clients. They delivered a embossed card the next day after the client onboarding in digital – wherever you want it, confirming the convenient time with you, etc. They created lots of cash-back option, come up with Friday’s bar & resto map as part of their app ecosystem, we could order tickets or insurance right from the banking app. But why I loved them all this time was their care about the client. That was the ONLY reason I took an insurance package from them – I was sure could get my problem solving in the best possible way, at anytime and anywhere.

 Now many banks do the same actually, at least from the tech perspective. But this all is nothing if good service is not provided to clients – human service.

 Accidently, I became a client of “the most secure bank” again – the one I tried 12 years ago. I appreciated their new application design, their good financial offers – it’s been a long way for them! They even on-boarded our approach to client security and authentication – without extra stress.

But client service is not fast & convenient and the point is not about tech, it’s about people. So, looks like it’s so easy to create so many well-organized digital channels and already easy to protect them but if people behind it slow-down the process, there is no way to be the best bank.

To sum-up, I would say that on top of any digital service should be wise & convenient security while behind it – human-centric approach.