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Insights and examples show why a mobile-optimised experience is becoming essential

The focus for many brands over the past ten years has been getting the fixed line website right. This is often the reason brands give for delivering their full site to customers browsing on mobiles.

The vast majority of brands – 83% according to research on UK smartphone usage by Google – still have not optimised their websites for mobile. This stat is mirrored by dismal bounce-rates for mobile sites, which stand at 88% on average. Clearly, consumers won’t hang around on a mobile site which gives a poor browsing experience!

New Forrester research forecasts, published this week, shows that by 2024, one billion people will own smartphones, many of whom will be professionals taking these devices to work. By that year, consumer spending in the mobile app market will amount to $56 billion, and business spending on mobile projects will have doubled

As marketers, we need to understand how consumers use their mobiles; what are the triggers, what type of information are they looking for and in what situations are mobile used?

This can then help inform the business case and decision to adopt mobile. In this post, I’ll show how Amazon and eBay have worked to create an effective mobile experience and end with some suggested steps to make sure the mobile experience is optimal once the business case is agreed.

How do smartphone users access the web today?

The Google research I mentioned above has some really interesting insights on this. I’ve summarised the main 3 learnings I think are most important (you can download the PDF if you’d like to read the full study).

1. Smartphones are used regularly for web activities

This chart shows how frequently a smartphone is used for different activities in a 7 day period. One of the best ways for gauging active use. It also shows the increasing importance of mobile search.

2. Triggers for smart phone usage

The striking figure here, is how often smartphones are used for passing the time, showing opportunities for brands to engage and entertain. They’re also used for quick answers – here it’s important that the mobile experience means they are quick answers.

3. Co-consumption with other media is common

You would expect that tablet devices are commonly used while watching TV, but of course, not everyone has a tablet. Smartphones are also commonly used for this. So if someone searches on a brand after seeing an ad, the brand needs to be visible within the search results and to deliver an engaging experience.

Learning from how the digital superbrands and their customers use mobile

Digital superbrands including eBay and Amazon have proved the central role of mobile. Although the mobile experience may not seem like a matter of life and death, but to brands in sectors like retail and travel, it my not be far from the mark.

eBay and Amazon are now using mobile to deliver a personalised mobile internet experience built on previous shopping behaviour data which is fully integrated with your content management system, and sophisticated targeting.

This is often to the detriment of brick and mortar retailers, whose bewildered store staff are confronted by growing numbers of smart shoppers doing price comparison shopping in their stores. Many of us are intent of seeing the product in the store, checking if we can buy cheaper on Amazon, then placing the order using our mobiles and waiting 24 hours for free delivery.

How Amazon is using mobile

Amazon’s sales on mobile hit $1 billion on 2010, a figure surely surpassed in 2011 and heading north in 2012. User experience is a significant success factor.

If we take a look at their mobile site, we see Amazon encouraging use of their App together with a relevant Kindle promotion:

As you’d expect, Amazon have ported their signature personalisation features to mobile:

Peter Fitzgerald, country sales director for Google UK and former Amazon marketer, who delivered the keynote speech at the Annual IDM Lecture in 2011, likened a poor mobile site to closing your doors on the High Street for a couple of days a week. Poor sites turn away customers, and through their social networks, they turn other customers away. Into the open doors of your competitors.

How eBay is using mobile

eBay is now processing a transaction every second on its mobile platforms. Whether you’re buying a pair of skis on your smartphone or replacement cartridges on your feature phone, eBay detects your handset and delivers a consistently easy browsing experience from product search to reviews and check out. eBay’s year on year sales on mobile grew from $4 billion to £5 billion in 2011.

According to eBay’s head of retail, Angus McCarey, mobile’s effect on High Street retailers is unavoidable, and comes in the form of “shoppers hitting you in store with internet shopping in their pockets”. eBay calls for collaboration with other retailers.

eBay’s mobile experience starts with search as it should; their using the platform targeting available within Adwords to feature their mobile site and recommend the app:

The implications for other transactional sites

Retailers must act fast to make sure they are providing an optimised mobile sales channel which is easy to find, quick to navigate, and secure to transact. In a previous article I showed how many retailers were failing to develop an effective mobile experience.

But there are other good examples of mobile user experience. M&S, a true mobile pioneer, has developed a mobile strategy matching the mobile behaviour of its target audience. At the heart of its targeted mobile CRM programme, developed by Incentivated , M&S offers customers an optimised transactional mobile site which handles one-off transactions exceeding £3,000.

Kiddicare is one of the largest online retailers of baby gear in the UK, and one of the most successful brands to benefit from Google’s support in mobilising retail brands’ web presence

According to Fred Soneya, Kiddicare’s head of e-commerce, “We knew that our customers are watching product videos on mobile, they’re shopping on mobile, and they’re looking for answers on mobile, so support and community for those experiences are essential”, Kiddicare developed a transactional mobile site, with product reviews and store finder.

The site took just 7 weeks to design and build, from concept to launch, and the first order was placed within minutes. Mobile now accounts for 11% of Kiddicare’s daily revenue and this figure is expect this to grow to 20-25% in 2012.

In this post, I haven’t looked at the relative merits of mobile sites and Apps, which can provide a rich user experience to your smartphones users. As browser capabilities improve, we’ll start to see more mobile sites looking like and performing like Apps. But in the short and long run, there’s no substitute for the internet, whether accessed on PC or mobile, if you want to reach all your customers.

Top tips for brands launching mobile sites

I believe Amazon and eBay do all of these well. These are general guidelines for creating a mobile experience which works for all transactional sites:

User experience is fundamental. Make sure content is quick to find and easy to navigate

Use handset detection software. Once detected, redirect to a mobile optimised site matching that handset’s capabilities

Ensure all other media channels drive traffic to your site. Add SMS calls to action or QR codes on above the line media, mailers, point of sale materials

Use personalisation. Personalised content, derived from full integration with your CMS, encourages return visits

Evaluate payment options and optimise checkout. Minimise steps in the check-out process to reduce drop off

Test! Test the site prior to launch to remedy errors, test text and layout variables to optimise user experience

Monitor! Monitor traffic and page views constantly, and refine content in realtime

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Customer Experience Statistics For 2023

Increasing competition across all industries means that customer experience is more important than ever if you want to stand out for the right reasons

Customer experience (CX) is more important than ever. With competition increasing, the digital world making it easier to make purchases and consumers less likely to be swayed by brand loyalty, CX can make all the difference between a conversion and a lost customer.

To better help you understand what CX in 2023 looks like, we’ve gathered some recent statistics from customer experience research. These stats should help you benchmark your performance, better understand current consumer expectations, bear in mind where CX is going in the future and stay one step ahead of your competitors.

87% of CX, marketing and analytics professionals say CX is important

With customer experience being a key part of converting customers and bringing them back, it’s probably no surprise that 87% of marketing, CX and analytics professionals say that customer experience is very or extremely important to their business.

However, despite the benefits good customer experience provides, there is still 11% who say it is only somewhat important and 2% who say it is not important to their organization at all.

What makes it even more surprising that it is not important to some recipients is the fact that 61.5% understand that poor CX can lose customers, 52.5% say a big risk is a damaged brand reputation, and 43.3% are aware that it can mean they lose repeat business. Essentially, businesses need to be prioritizing customer experience in order to mitigate any potential risks to their business and their average customer lifetime value.

79% of marketers say the aim of a CX strategy is to improve retention

As with any aspect of marketing, you’ll get the best results from the work you do on customer experience if you have a strategy in place.

Of those marketing professionals who have developed a strategy, 79% say that their primary objective for it is to improve customer retention/satisfaction. This means that the vast majority understand the benefits that CX can have on their bottom line.

However, CX strategies are about more than just ROI, as 58% also say they want to increase value/reliability to users while 30% want to increase data-driven personalization with their strategies. While these aspects can improve conversion, they are ultimately customer-focused, which is what your CX strategy needs to be in order to be successful.

33% of consumers tell people about a bad experience with a brand

While the fact that consumers are so connected can be positive for companies, as you are able to market to them across different platforms, it also comes with its downsides. This connectivity means that customers are now more likely to share the experiences they have had with brands – both good and bad.

Just over a third (33.7%) of consumers tell friends and family about the experience afterward either in person, via email o on the phone. While more people (36.7%) share their good experiences in this way, it is arguably the negative experiences that people keep talking about.

Consumer trust is declining across industries

One thing that is making customer experience more important than ever is the fact that consumer trust is declining across all industries. With growing distrust around issues like data, brands need to do what they can to ensure that CX at every touchpoint is delivering in order to build trust with their customers.

All industries that are analyzed for the Elderman Trust Barometer show a decline in consumer trust in 2023 compared to 2023. Although the technology sector is still the most trusted at 75%, this is a decline from 2023’s 79%. The entertainment sector has also seen a noticeable decline in trust levels, falling by 4% in 2023 compared to 2023.

With this trend affecting all sectors and industries, CX is more important than ever, meaning brands need to address their strategies in 2023 to avoid the loss of consumer trust affecting them.

Customer experience and marketing are becoming more aligned

When looking at priorities for organizations in the year ahead, a clear alignment between marketing and customer experience is apparent. Strategy, processes, and technology are working together across marketing and CX in order to deliver greater personalization and improved journey management.

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This is shown by the act that 32% of mainstream organizations are prioritizing social media engagement and analytics, suggesting that they are doing more to talk to consumers on the platforms they use. On top of this, a further 28% said that targeting and personalization are priorities for the year, as well as customer journey management (27%).

However, less than a quarter (24%) are prioritizing customer data management, which is key to delivering great CX and accurate personalization.

Making customers feel valued is important to CX

So, what do customers want from brands? According to an Ometria report, 59% of consumers want brands to offer them promotions and perks that they don’t offer everyone else. While general offers can help encourage engagement and further conversion, personalization delivers a better experience and will keep consumers engaged for longer.

Other ways to make consumers feel valued include only contacting them about promotions or products that are relevant (49%), sending relevant content after a purchase (49%), asking for customer feedback (49%) and sending relevant product recommendations (46%). This shows that personalization is a huge part of good CX in 2023.

Customer feedback collection is the most effective tactic for improving CX

Bearing all of the above customer experience statistics in mind, exactly how can you go about improving the CX your organization offers. Realistically, there is no template for the perfect CX strategy as every business is different. This is why you need to go right to the source.

Some 57% of marketing professionals say that the best tactic for improving customer experience is collecting customer feedback. Asking customers to complete surveys and rate their experience provides you with valuable insights that are based entirely on your brand and the current experience you offer.

This information can be used to benchmark your performance, highlight what you do well and show you what areas need to be improved. On top of this, you can use the data to better personalize the experiences you provide, which is helpful as 45% say that content personalization is also an effective tactic.

Putting the customer first in this way ensures you are taking the right steps and can ultimately ensure you deliver stronger ROI.

How To Create An App With Zero Coding Experience For Your Business

Apps have become a major force in commerce. The 2023 total app spending was $170 million, an increase of 19% over the previous year. 8 7 percent of time spent by users on mobile devices. Many apps require purchase, unlike websites that can be used for free.

Faster load times are especially significant, considering that 4040.4 % of users spend more on a company’s website after downloading the e-commerce app.

Apps can also reach an untapped market. Websites reach many people beyond the curious. Apps are more useful for customers who want richer and more interactive content. Apps are more popular with younger users twice as often than those older than 45. This is a significant market share that you cannot afford to ignore.

Small businesses often find it difficult to hire someone to develop mobile apps. There’s an alternative solution in these cases.

Get The Progressive Web App

PWAs may not be the best choice for every small business. It all depends on whether an app will use the native functionality of the device. PWAs cannot access the device’s Bluetooth connection and camera. Native apps, however, can. A native app might be better if you require extra security or very fast speed.

It seems obvious that small- and medium-sized business leaders would be eager to create their own software, given the benefits of apps and the introduction of PWAs. Sometimes, however, it can be hard to find a good developer. Even if you do manage to find one, the fees might be too steep for your budget.

Business owners have the option of a no-code solution that will get the job done quickly and without spending a fortune.

Three Tips to Get Started with No-Code Applications

These are the steps to follow before you dive into creating a no-code application.

1. Make Sure You Know Exactly What Features Your App Needs

Every project is worth planning carefully, even development without code. You should consider the features that you will need to build your apps. These include a drag-and-drop design interface, database integration and reporting, analytics and reporting, scheduling capabilities, and e-commerce functions. Templates are the best way to quickly build apps visually and intuitively.

2. Select The Best No-Code App Creator

For price transparency, make sure you check the website of a platform. Do you think the platform can scale with your business? Are the updates regular? Which companies have successfully used the platform? These questions will help you assess the platform’s suitability over time.

Look for no-code platforms that provide the features you have identified in the previous steps when choosing an app builder. This will help you decide if you require a native app, such as when you have to access certain device functionality that a PWA cannot.

Also read:

Top 10 Job Search Websites of 2023

3. Your Fusion Team is Ready to Go

App development shouldn’t be done in isolation. Therefore, it is important to involve a broad range of stakeholders in order to obtain their input. A “fusion team” is a group of people from different departments that collaborate on the development of an app for a particular function. ByteDance is the company behind TikTok as well as other highly-acclaimed apps. has made this possible through effective teamwork and shared-service platforms (SSPs).

Get Involved in The Future Without A Code

Apps are essential to any business strategy. With the availability of no-code options, it’s easy to get one up and running. You can easily create an app without coding by doing some research, finding the right platform for your company, and assembling a team.

Don’t wait, the same options are available to your competition. It’s easy to get started with mobile app development. You’ll soon be enjoying increased brand recognition and customer loyalty from an app, without having to spend a lot of money on a native version.

Mobile Marketing: Creating Websites Optimized For Mobile Devices

Small screens increasingly equal big business. Many experts predict that mobile searches will overtake those undertaken on desktop PCs by 2024. In some parts of the world that tipping point has already been reached.

In India mobile searches outnumbered static searches for the first time in August 2012, according to StatCounter’s global statistics. In China too, mobile usage passed the 50% mark for the first time earlier this year. A report by the China Internet Network Information Center (CINIC) detailed how mobile internet had soared, especially in rural areas. The report goes on to say:

“Mobile phones are a cheaper and more convenient way to access the internet for [residents in] China’s vast rural areas and for the enormous migrant population…The emergence of smartphones under 1,000 yuan [$157, £100] sharply lowered the threshold for using the devices and encouraged average mobile phone users to become mobile web surfers.”

High speed internet access might be considered a human right in some Western countries, but part of the reason for mobile’s explosion in developing markets is the lack of an extensive, reliable and affordable fixed broadband infrastructure. Most of these markets are busily improving the quality and accessibility of available networks but ingrained mobile habits are unlikely to change. Mobile search is on the rise everywhere, including markets where high speed fixed connections are readily available. Mobile searches quadrupled in the US last year, according to Google. Google’s Head of Mobile Advertising Jason Spero, asked the crucial question:

 “Roughly one in seven searches, even in the smaller categories, are happening on a mobile phone, but how many of you are putting one seventh of your resources into mobile?”

There’s more to effectively targeting mobile internet users than simply having a website that can be accessed from a mobile device. Mobile users are increasingly demanding sites that are optimized for mobile for viewing and functionality on a smartphone, tablet or other handheld device. Fitting the content to smaller screen sizes, improving navigability and cutting down load times are all vital aspects and can make all the difference between a potential customer engaging with the site or abandoning the visit a few seconds in and heading elsewhere.

Loading times are one of the biggest issues for users. A survey by mobile and web performance management firm Keynote Systems Inc. found that two thirds of smartphone users cited slow to load web pages as one of their biggest frustrations. 64% of smartphone users wanted a site to load within four seconds while 60% of tablet users expected to wait less than three seconds for a page to load.

Some small businesses may question whether it’s worth jumping through the hoops of mobile-optimization. The browser breakdown on Google Analytics can be used to get an idea of how much traffic is currently coming your way via mobile devices but don’t forget, if the proportion is low it may in part be because your site isn’t optimized for this type of access. As smartphone penetration continues to grow, mobile marketing will also continue to grow in importance. Fail to keep up and you could be missing out.

Chatgpt For Coding: User Guide With Examples

ChatGPT can be used in all aspects of coding such as:

Writing code snippets

Generating boilerplate code

Debugging code

Adding documentation

Generating unit tests

This article gives you specific examples for each of these tasks and more.

Keep in mind that ChatGPT isn’t meant to replace your work as a developer. Instead, it acts as an additional tool in your toolkit similar to the way IntelliSense, autocomplete, and other developer tools do.

If you want a general introduction to the AI tool, start with these articles:

Here, we’ll jump straight into practical examples using it for coding. Let’s start with code snippets.

ChatGPT can help you with code snippets by generating specific examples based on your requests. You can simply ask it to write code for a particular algorithm or a function in your preferred programming language.

It’s important to be as specific and clear as possible in your prompts as the AI model works best with explicit instructions.

For example, if you want to generate a Python function to add two numbers, you could use a prompt like this:

Write a Python function that takes two integers as inputs and returns their sum.

ChatGTP responds by providing a complete function and an example of how to use it. Here is the code snippet we received with the prompt:

ChatGPT can also help in completing your partial code snippets. If you’ve started writing a piece of code but are unsure about the correct syntax, the AI tool can provide suggestions based on its understanding of code syntax and structure.

For example, if you started writing a Python function to sort a list but got stuck, you could input your incomplete code and ask ChatGPT for help.

Here is a sample prompt:

Complete this piece of Python code:

def sort_list(my_list):

    # sort the list in ascending order

ChatGPT suggests a complete version with an explanation of the code that it has provided.

Boilerplate code refers to sections of code that have to be included in many places with little to no alteration. Some examples include:

Setting up a Flask web server in Python

Main method declaration in a Java application

Initial setup code in an HTML file

The structure of the code tends to stay the same across different projects. Using ChatGPT can speed up the setup process for new projects or features.

The boilerplate code includes the essential structure, any necessary dependencies, and basic functions. This frees you to focus on building your application’s core functionality.

Here is an example prompt:

Provide boilerplate code for setting up a Flask web server in Python.

The AI tool can be used to enhance and optimize existing code. The tool can propose improvements such as extracting repeated code into functions or simplifying complex boolean expressions.

It can also help identify parts of your code that could be made more efficient. This could be recommending a more suitable data structure or identifying redundant code that can be removed.

When you supply the piece of code to ChatGPT, tell the tool that you want it refactored with a phrase such as “Refactor this Python function: …”

When you’re having problems with your code, you can provide ChatGPT with the malfunctioning code and a description of the issue. The AI tool will attempt to identify and correct the problem.

For example, suppose you have a Python script that should sort a list in descending order but is generating an error message instead. You can provide the details in a prompt like this:

This Python script should create a list and sort it in descending order:

my_list = [5, 2, 3, 1, 4]

my_list.sort_descending()

It produces this error:

AttributeError: ‘list’ object has no attribute ‘sort_descending’

Please debug the script.

ChatGPT provides an explanation of the error in plainer language. It then provides a sample corrected script, as you can see in this picture:

ChatGPT can be utilized as a valuable tool in the software testing process. Its ability to understand and generate code makes it particularly suited to helping developers write test cases and unit tests, saving time while ensuring that your software is robust and reliable.

Writing unit tests with ChatGPT can be as simple as providing a description of the behavior you’re testing. Based on your description, ChatGPT will use its training data and knowledge of coding practices to generate an appropriate unit test.

Suppose you have a function in Python that calculates the area of a rectangle and you want to generate a test for it. Here is a sample prompt:

Write a unit test for a Python function called calculate_area that takes two parameters, width and height. The test should verify that the function correctly calculates the area of a rectangle.

ChatGPT provides a detailed unit test. You can also ask for a suite of unit tests for your application.

Code porting means adapting software from one environment to another. This often involves translating code from one programming language to another. Unfortunately, this task can be time-consuming and prone to error.

ChatGPT can be a useful tool during this process. For instance, if you have a Python function that you need to translate into JavaScript, you can provide the function to ChatGPT and ask it to perform the translation.

Here is a sample prompt:

Translate this Python code into Javascript:

def add_two_numbers(a, b):

    return a + b

This picture shows the generated JavaScript function.

Later in this article, you’ll learn about some general limitations that ChatGPT has when assisting with coding tasks.

Code translating brings some specific problems. Programming languages have different features, and not all of them translate well with each other.

For example, translating Python’s dynamic typing and list comprehensions to JavaScript could lead to more verbose and less idiomatic code.

Similarly, translating class-based object-oriented features to JavaScript might require significant restructuring.

Many programmers find writing documentation to be the least enjoyable part of the job.

def add_two_numbers(a, b):

    return a + b

ChatGPT can also assist in writing external documentation, such as

README files

Tutorials

API documentation

You can provide it with a description of your software or its individual components, and it can generate detailed, human-readable explanations and instructions.

To help get you started with incorporating ChatGPT into your development tasks, here are four specific use cases:

Converting plain text to CSV

Generating filler text

Writing SQL queries

Using Power Automate to Integrate ChatGPT

ChatGPT can help in transforming plain text data into a CSV format using regular expressions (regex). This can be particularly useful when dealing with raw or unstructured text data that needs to be transformed for data analysis or machine learning tasks.

First, you’ll need to identify the patterns in your plain text data that can be captured using regex. ChatGPT can suggest suitable regex patterns based on the format of your text data.

Once the patterns are identified, you can use ChatGPT to help generate the code needed to apply these regex patterns to your data. This code can match patterns in the text and group data accordingly.

After the regex is applied, ChatGPT can assist in writing the code to format the grouped data into a CSV file. This involves creating a CSV file and writing the extracted data to it.

ChatGPT can be an invaluable tool for generating placeholder or filler content. Whether it’s for web design, app development, or document formatting, ChatGPT can provide contextually appropriate, human-like text.

Unlike generic Lorem Ipsum, ChatGPT can generate text on a specific subject, making it ideal for realistic mock-ups or prototypes.

For data testing, ChatGPT can generate structured data according to the specified format. This can be useful for testing database queries or data processing pipelines.

Here is a sample prompt:

Generate test data of five rows of comma-delimited lists of four animals.

Here is what is generated with this prompt:

When you use ChatGPT to help with SQL, you can focus more time on higher-level tasks such as designing complex reports.

Our tutorial on using ChatGPT to write SQL queries will get you up to speed!

This video will show you how to integrate ChatGPT with Microsoft Outlook using Power Automate:

Now that you’ve learned the extensive ways that the AI tool can help, you may be wondering: can ChatGPT replace programmers?

Despite the impressive capabilities of ChatGPT, it’s not infallible. The code it generates should be reviewed and tested before being used in a production environment.

For example, it may generate code with errors or bugs due to its reliance on pre-existing knowledge and input prompt quality.

Even harder to spot is when the generated code runs successfully but produces wrong results. The accuracy of the generated code depends on the complexity of the requirements and the clarity of the description.

The quality and extent of ChatGPT’s coding capabilities also depend heavily on the training data it has been exposed to. If the model comes across tasks it hasn’t encountered during training, it could generate inadequate or incorrect code.

Here are our 3 best tips to mitigate these limitations:

Be specific about your desired programming language, framework, or library.

Familiarize yourself with ChatGPT’s known capabilities and limitations.

Combine ChatGPT’s output with your own expertise in coding.

You’ve learned how to use ChatGPT to assist in your daily programming tasks. The ability of the AI tool to understand prompts and generate meaningful, context-aware code has made it an excellent assistant for developers.

Automating Retail Banking: Purpose And Impacts

The possibility of automating services in the banking sector will ensure easier and cost-effective customer-interactions

All industries are experiencing a digital makeover. The pandemic

accelerated

automation

and innovation across enterprises that helped them achieve agility and resilience at the time of a crisis. Although the level of transformation still remains at the teething stage, the retail banking sector is not much behind in administering technology. Cognizant’s

digital operations report

says, “In our study, nearly two-thirds of respondents (65%) acknowledged that their organization’s automation efforts remain at the early or POC stage – if they’ve done anything at all.” The report states that 90% of respondents (banks) believe RPA and cognitive technologies are critical for the future of business. The report further raises the possibility of business units being unaware of the transformation within their reach. 

The Need for Automation

Covid-19 pandemic brought a shift in the way people access services. Everything went online with minimum cost and maximum efficiency. From booking a travel ticket to buying groceries, all came to our fingertips. There was a considerable spike in the customer inquiries which was taken care of by

contact centers

. Banking and other financial industries were at the brink of getting digitized. But, what about the progress? The retail banking sector needs the active implementation of automation to stand a chance in the competitive ground. PayTM, Google Pay and other digital wallet systems, which allow touch transactions are strong competitors. 

Automation of

retail banking

will ensure better consumer interactions. Imagine doing all the transfers, deposits and other services without hours of waiting in queues. 

Consumer banking involves abundant data transfer. Embracing automation will reduce the physical work involved in collecting data. It will address the wastage of time involved in manually gathering customer information and reduce the monotonous redundant interactions between employee and customer. This enables the employees to divert their focus towards more skill-based tasks. 

What are the Impacts?

There are several significant outcomes of deploying automation in retail banking. 

Improved customer relations, with intelligent voice assistants working alongside live agents. Providing better personalised services through digital channels will help gain more loyal customers. 

Adopting

robotic process automation

(RPA) makes bots more intelligent. This technology can be used to know your customer (KYC) processes that fast tracks customer identification, verification and enables easier analysis of data. 

Conversational AI plays a major role in making customer interactions more engaging and interactive. This will shift the workload from live agents and let them focus on other important roles. 

Automation is the key to a cost-effective, time-efficient digital banking sector with maximum profits and customer traction. According to a recent

study by Accenture

, Financial services companies in North America will save

$140 billion in productivity gains and savings by 2025 if they employ new technologies that help improve the efficiency and effectiveness of their workforce.

Contrary to the fear of security concerns looming over AI, automation enables easier and faster detection of cybersecurity breaches and threats. It goes through pages of data in a fraction of seconds to analyze, predict and provide real-time insights. 

Summing it up

Automation is a necessary step for retail banking in the coming years. AI, machine learning and data analytics will take the customer experience to a more congenial level. A

study

by Chase reveals that 54% of 1500 consumers said they used digital banking tools more now as the aftereffect of a pandemic. The study also says that this trend is going to continue in the coming years. 

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