The top executives of Singapore’s banking industry gathered together in mid May for two days to an event organized by Management Events. The purpose of the event was to discuss the current state and the direction of banking especially in Asia and provide a platform for the executives for networking and knowledge sharing.
Cresense participated in the event together with Symbio, showcasing the important story of combining User Experience design seamlessly with the technical implementation. Cresense CEO Marko Rapeli gave an inspiring presentation on how critical UX and customer engagement is for success and how it’s done, while Symbio’s Graham Bolton talked about the future of digital banking, also emphasising the Customer Experience in developing new services.
All the speakers were high profile representatives of leading innovative banking corporations and through all the presentations it became evident that there are three key trends in the core of future banking:
– mobile banking – not only as one additional channel but as primary business;
– making innovation a strategic and systematic part of business development;
– outside-in thinking as the basis for service and product development.
All the highly successful business examples that were presented at the event were done in close collaboration with end-users.
During the two days Cresense team had tens of 1-on-1 meetings with decision makers from different banks and organisations within them – all looking into gaining better user insights and understanding their customers better. In conclusion it can be said that our work in helping these companies in engaging the users in the development and design process of their digital services is highly critical and that the businesses in Singapore are only starting to realize what it really means in practise.
We will be seeing a whole new approach from these banks to develop their services in the near future and this is good news for their customers!