Pervasive technology innovation is unstoppable and no longer linear. The pace of change is not only accelerating, but the destination ultimately will have a profound impact on consumer behavior and how transportation services are delivered. The desired user experience will eventually prevail, and the opportunity is ripe with a notoriously less-than-satisfying buying experience in a very large market.
The technology gap starts with behavioral change, having the right people, process, and channel expertise. Today’s digital solution isn’t a patch or legacy systems’ augmentation, and it won’t be successful unless its adopted by those responsible for the business throughout the leadership and operational levels.
Takeaways: - Consumers want a better buying experience, have more choices, and want to complete more of the process online
- Providing the user experience your customers are looking for is not just about technology
- Overwhelming constraints of integration challenges, homogeneous systems supporting multiple specialized user experiences, and entrenched loyalties determine what the future holds for banks enabling a great user experience
