As a traditional bank, how do I move a million of my customers from brick-and-mortar and in-branch model to an online one?

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DIRECTOR OF SOFTWARE DEVELOPMENT8 months ago

For this I love the book Lean Startup by Eric Ries. They talk about big companies starting new initiatives. The worst thing you can do is big bang release this. I would segment your customers, start with "white glove" treatment, then iterate on the tools. This will gradually move customers over to your new model.

Good luck! Reach out if you have additional questions :)

CIO in Finance (non-banking)8 months ago

Start with small initiative for specific segments of customers and progressively extend the scope of digital services.
Keep momentum, new release each 3 to six months maximum with new functionalities.

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Strategic Banking IT advisor in Banking8 months ago

There are many ways. Picking segments and migrating them is one. Giving incents is another one. Like, going fully digital reduce your fees.

Showing also the benefits: 24/7/365 days where, in-branch has reduced number of hours.

For the past 28 years, we've seen a deep change with our customers. We now have more than 3 millions (60%) of the customers going exclusively on-line. Out of the 40%, many are using only the ATMs.

There will still be some cases where online isn't effective by its own. You must have a call center for example for complex requests/processes.