A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry

Web 2.0 applications change future customer interaction. This paper develops a framework that enables companies to assess their current stage of Web 2.0 maturity. It enhances existing approaches by adding customer-focused Web 2.0 design patterns and applies it at the case of six top-ranked international banks. The results reveal that the potentials of customer-bank interaction through Web 2.0 within the banking industry are not fully tapped yet

TRANSFORMATION TOWARDS CUSTOMER-ORIENTED SERVICE ARCHITECTURES IN THE FINANCIAL INDUSTRY

The financial industry is in midst of a global transformation. Drivers for this are changes in customer behaviour, disruptive power of information technology and changes in the industry structure itself. These developments have the potential to shift the financial industry towards a customer-oriented financial market infrastructure and force banks to become more customer-oriented. The research presented here applies an integrated approach on service-oriented architectures (SOA) which combines a business and technological view on services and thus contributes to the emerging field of service science. The paper develops a customer-oriented service architecture model for banks and analyzes the impact of future banking sales and distribution by a quantitative survey. Data was collected from 25 banks in the German-speaking area. The empirical results of hypotheses testing indicate that banks have only started to restructure their existing architectures, but will not be customer-oriented in 2015. However, first tendencies show that banks concentrate on the extension of core competencies in e-channels to better and more cost efficiently serve their customers. Nevertheless, the developments planned until 2015 neglect necessary enhancements of banks` service architectures such as the inte-gration of value added services from external service providers or the centralization of processes in all customer-facing services

Realizing Value From Tablet-Supported Customer Advisory: Cases From the Banking Industry

Tablet computers (tablets) have gained much attention in research, the application in a banking industry context remains somewhat unexplored. In particular, tablets could enhance customer-facing business processes, such as face-to-face advisory processes in the banking industry. This paper analyses the potentials of tablet-supported customer advisory and the impact on the advisory process based on expert interviews with three financial institutes. The study provides evidence that tablets promise to add value in a face-to-face advisory situation and may have an impact to the traditional advisory pro- cess

Tablets Penetrate the Customer Advisory Process: A Case from a Swiss Private Bank

Ranging from customer service to board presentations, tablets increasingly penetrate the customer advisory process. Past research on mobile banking solutions focused on their potentials in an educational setting, on the advisory process, or on the design of a tablet solution in the retail banking sector. However, little research exists on the impact of tablets on the advisory process in private banking. We qualitatively examined the changes in the advisory process caused by the introduction of tablets in private banking. To that end, we describe the case of a Swiss Private Bank, which introduced tablets into its advisory process and underwent the transformation from a paper‐based to a tablet‐supported customer counselling