Navigating the future: How integrated ecosystems elevate customer experiences

Navigating the future: How integrated ecosystems elevate customer experiences

Financial institutions need to move away from transaction-based operations and to a comprehensive integrated strategy.

This came from a recent webinar hosted by everyoneINVESTED, a developer of behavioural technology that integrates into banking apps. During the discussion, KBC Bank lead ecosystems Peter van Hees, delved deep into the evolving world of interconnected services, explaining their pivotal role in shaping modern customer experiences. He emphasised the significance of transitioning from mere transaction-based operations to a comprehensive, integrated strategy that reflects the concept behind ‘super apps’.

A tangible example from KBC Bank was cited by van Hees, highlighting their initiative to incorporate third-party services. The objective? Streamlining customer processes, even for minor tasks such as ticket buying. This integration isn’t solely for facilitating convenience; it’s about delivering a holistic experience that simplifies the user’s life.

Major life areas like housing, energy, health, and mobility were focal points of the discourse. Each sector offers intricate challenges and room for novel solutions. The conversation underscored the essence of comprehending and managing data in these areas to enhance customer journeys. The takeaway? Properly channelled data can be revolutionising.

However, data is merely a component of a larger framework and there is an irreplaceable significance of alliances and data exchange within the ecosystem. The necessity lies in eliminating compartmentalisation and nurturing genuine collaborations that are mutually beneficial. This strategy is centred around creating a triumphant situation for the bank, the collaborating entity, and above all, the customer.

Offering a perspective from Belgium, van Hees explained a comprehensive process of optimising homes for energy efficiency. This stepwise analysis not only shed light on energy conservation but also provided insights into the expansive world of interlinked services.

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