With half of online Australians already engaged with video online and a third using video calling, how can financial services institutions use video to better engage customers and workers?
Our research demonstrates that video communications in both broadcast and interactive forms can enhance engagement levels by improving trust and symmetry in the relationship between financial institutions and customers and workers.
In particular, the engagement results in a much deeper and more loyal customer relationship while also improving productivity with such as financial planners and brokers who are increasingly mobile and reliant on the devices they own and prefer to use.
What did we find? When used or designed appropriately in the experience, video can significantly improve customer and worker engagement.
What do we need to consider? There are four key strategic developments occuring with digital media and communications technologies that will define how digital media banks operate and compete.
What do we need to do? We need to include comprehensive strategies that integrate digital media management and distribution capabilities into enterprise communications systems.
The GFC’s impact on trust between financial institutions and their customers the world over remains a key topic of industry concern.
As the shift from relationships based on life stages to digital lifestyles occurs, the digital media financial institution will have the opportunity to utilise digital media and communication technologies to deliver trust and symmetry participating in the day to day lives of their customers in a value adding way.
The views expressed in this column are the author's own and do not necessarily reflect this publication's view, and this article is not edited by Asian Banking & Finance. The author was not remunerated for this article.
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Rocky Scopelliti is the National General Manager Industry Development at Telstra Enterprise & Government. He is responsible for leading the thought leadership team accelerating the awareness of Telstra’s emerging technology solutions across industries including Financial Services, Media & Entertainment, Retail, Mining, Construction, Utilities, Resources, Manufacturing, Transport and Logistics.