- Trends: What do we look for?
- Technology Trend: Cloud Computing
- Industry Trend: Unbundling of banks – Lending Club
- Regulatory Trend: Deregulation – RBI granting banking licenses
- Industry Trend: Immediate everything – Payments
- Market Trend: Branchless Banking
- Market Trend: New Market Entrants
- Market Trend: Banks Extending Their Reach
- Industry Trend: Bank White-Label Services
- Industry Trend: Dual Strategies
- Societal Trend: Exploding Data
- Technology Trend: Banking API’s
- Market Trend: Digital Natives
- Market Trend: Mobile Adoption
- Technology Trend: Digital KYC
- Potential Technology Trend: Internet of Things
- Industry Trend: The Bank Finds You
- Potential Industry Trend: Mobile Wallets Replace Cards
- Industry Trend: Social & Mobile Payments
- Industry Trend: Virtual Currencies
- Industry Trend: Social Finance
- Technology Trend: Big Data
- Potential Industry Trend: Bank as Data Manager
- Technology Trend: WiFi Availability
- Technology Trend: Fast Cycle of Consumer Technology
- Technology Trend: Biometric Authentication
- Industry Trend: Social Servicing
- Industry Trend: Social Reputations
- Market Trend: Increased Substitution with Capital Markets
- Industry Trend: Aggregator / Comparison Sites
Banks are servicing customers on social media and this has a profound effect on the tone of customer comments on social media, according to Digital Bank.
In the book Skinner interviews Banco Sabvadell, a top-six bank in Spain who has serviced customers on social media since 2010 and see social media as “like a pub where people go to chat.” They use it as an “integrated service channel” and a “video content viralization platform”, and as a way to have human conversations with customers. It is a sales tool as well, with customer comments leading to sales, such as a positive comment by a taxi driver about a POS device in his cab. Social media are leveraged by multiple organizations from the multichannel service team to the communications and marketing team. Pol Navarro believes sees a tend in integrating Big Data and CRM to increase knowledge about customers and provide a more personalized experience. Social media content is an important data source.