Final Tech Report HD - Flipbook - Page 26
Customer Service
The journey to broader digital servicing is already underway –
most organisations have a robust online platform and work
with social media channels like Twitter and Facebook. Service
channels are also expanding away from just phone and instant
messenger. In the next few years, you will be increasingly able
to use the service channel of your choice (Whatsapp, Facebook
messenger and Viber for example), a key goal for dealing with
a new generation of digitally savvy customers. With more and
more services available on mobile, consumers want to deal
with their providers when and how it suits them, and smart
companies will need to react to that.
Helping with that will be the broader deployment of service
bots. These are something many of us already familiar with in
our online life, but as improved AI, machine learning and more
powerful, faster BI technologies are added into the mix, these
will be able to deal with ever more complex queries. It should
also mean more targeted responses based on customer
behaviour and account information – which should allow
customers to find the products they are interested in faster
and companies to close the transaction quicker.
Lastly, the other trend that we’re likely to see is the
introduction of new payment methods to compete in the
consumer space with cards. Fully cardless payment
instruments (i.e. not underpinned by a piece of plastic) will
come, and Visa and Mastercard are already making
acquisitions which suggest they are getting ready for the
global battle. The future will not be plastic – but it’s not clear
yet what it will be.
About me
Before becoming Head of Technology for Avantcard, I worked
across IT, starting as a developer and business analyst and
working on roles in design, production team management and
project and programme management. I was previously a joint
owner of a business consultancy company and has also held
roles in MBNA, Bank of America, Transo and Xerox.
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