I have been travelling recently, conducting a series of meetings and interviews with customers and prospects from around the globe and there seemed to be a common theme – everyone is excited and investing in mobile channels.  But is this at the expense of our traditional face-to-face channels?

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I have been travelling recently, conducting a series of meetings and interviews with customers and prospects from around the globe and there seemed to be a common theme – everyone is excited and investing in Mobile channels.  But is this at the expense of our traditional face-to-face channels?

Since it was introduced 20 years ago, mobile technology has evolved to become one of the most widely deployed innovations in modern history.  There are more than 5.3 billion mobile devices in use globally[A1] ; nearly 80% of the world population owns a mobile phone.  In comparison, world-wide there are 4 billion FM radios, 1.6 billion TVs sets, and the number of PCs in use trail behind

One of the four main stakeholder groups I talk about when discussing the future of banking and Well Managed Money is the customer, no real surprises there. What may come as a surprise to some though, are the dramatic changes we are seeing in this stakeholder group. Across the world, customer behaviour is changing. The ‘typical’ customer has all but disappeared; in its place are a more complex set of values, drivers and accelerators that influence customer behaviour, their preferences and actions on a daily basis.