22 March 2017
Reinventing Customer Engagement: The next level of digital transformation for banks and insurers
Background:Digital transformation is top of the agenda at banks and insurers across the globe.
Operational excellence and cost efficiency are the key themes; moving traditional banking and insurance to the digital world: digitalizing processes and optimizing operations.
Cost reduction is absolutely necessary. But many banks and insurers see the digitalization of processes as the end result. All these efforts are really just bringing the basics up to date.
What they do is restoring the past; they are not creating the future.
Bestselling authors Roger Peverelli and Reggy de Feniks believe the next level of digital transformation is about reinventing customer engagement to create more and new value for customers as well as for financial institutions.
In their new book Reinventing Customer Engagement, just launched this month, they introduce a practical set of guiding principles to help bankers and insurers make the next leap and close the gap between 'digital transformation to restore the past' and 'digital transformation to create a future':
- How can financial institutions deploy technology to not only reduce costs and solve basic frictions, but simultaneously to lift customer engagement to a dramatically higher level?
- What engagement strategies fit best with new customer behaviour?
- What new forms of customer engagement are made possible by new technologies?
- How can banks and insurers use new engagement strategies to open new revenue streams and create a next level of business models?
Roger Peverelli and Reggy de Feniks are known as experts in digital innovation and customer engagement, having worked for blue chip financial institutions throughout Europe, the Americas and Asia.
Together they wrote the international bestseller 'Reinventing financial services. What consumers expect from future banks and insurers'; published by Financial Times Prentice Hall and released globally in eight languages. The book sold more than 100,000 copies.
'Reinventing Customer Engagement. The winning business model for future banks and insurers' is the sequel, published by LID Publishing and since this month available at Amazon: http://amzn.to/2mmvd18
More information can be found at www.reinventingcustomerengagement.com, www.rogerpeverelli.com (Roger) and www.9senses.com (Reggy).