 This article explains "Pyramid of Trust", my thought framework to help banks in building on the trust they have with their customers as safekeepers of money and extending it further. It explains how can banks scale the pyramid of trust using AI to become proactive advisors to their clients? Read my article published by my employer, Wipro.
This article received an independent, unpaid quote from Alenka Grealish, Senior Analyst from Celent. "Banks have a vital asset—customer trust. In today’s competitive environment, however, banks must continually earn this trust. Moreover, they must strive to go beyond basic trust and achieve higher levels of trust that allow them to become valued advisers to their customers."
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 Recently, I had the opportunity to listen to Prof. Christensen of Harvard Business School when he spoke about the use of theories to predict future outcomes as opposed to statistical analysis of data from the past and using to predict future trends. The professor used his jobs theory to explain his study on how consumers were buying and using milk shake during mornings and evenings. The argument is convincing; however, there are no clear-cut rules to decide which theories are proven and which are not. It seems theories must have been broken a few times and tested in multiple domains and modified as needed to be called “proven”.
Leaving the challenges in testing theories aside, applying the jobs theory to mobile payments and retail banking does lead to new insights on why and how consumers will adopt mobile payments and retail banking products in the future. This could affect how financial institutions plan their products in the future. Another area where theories might help predict future - use of disruption theory to understand how non traditional financial service providers might disrupt traditional banking services in tapping the unbanked and underbanked population growing at a rapid pace around the world. I read in a report from Deloitte (Banking the Unbanked, 2012) that there are about 2.5 Billion unbanked and underbanked consumers in the world. Interesting item most of these people possess - a cell phone; sky is the limit for innovations in mobile payment services for this segment. One area to watch though - criminals are likely to tap into payment services for unbanked an underbanked to escape the scrutiny over remittances through banking channels. So over time, Governments are bound to come up with simplified but effective anti-money laundering and other policies to prevent fraud and illegal activities through prepaid and mobile channels. |
AuthorI am a Management Consultant in Banking and Financial Services. Check out my "home" and "about" pages for more details. Archives
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