Banks continue wooing their customers by offering convenient digital services.

An example of this is mobile banking.

Emerging technologies allow cellphones to be used for short range wireless transactions, brainstorming the device into a credit card, debit card, membership card, rail-, bus- and airline ticket, even an electronic door key. Carrying around an oversized wallet, stuffed with a dozen different smart cards will be a thing of the past.

Another example is an ATM machine that provides additionele services, like cash deposits as well as withdrawals, and the possibility to buy insurances.

Banking sites
Building more personal, knowledgeable and intelligent user interfaces is another trend of the future. An example is the personal banking site that only displays services and information that are relevant to that specific customer. Which is a good idea, since most online banking sites are cluttered with functionality and data that the average user never even uses.

Online banking sites could also provide more direct support, for instance helping to fill out forms, or provide live interaction for elderly customers. This helps people become more self sufficient, and reduces workload for bank employees, allowing them to focus on more specialized services and advice.

Another development is making content accessible for customers at any time and any place, through channels such as the Internet, ATMs, cellphones and television. Although these applications are not new, they are being exploited to an increasing extend by banks and financial service providers.

The Duch bank Rabobank, for instance, offers their channel RaboTV through the Internet, ATMs and TV, going as far as providing online banking services accessible through TV, with the remote in hand.

Going too far?
Is increasing user-friendliness and flexibility through exceeding virtualization the trend of the future? Should banks move quick on the digital playing field, in order to keep pace with their competitors? Are they doing enough to develop and use disruptive technologies? Or is there a danger of going too far in all of this, and losing focus on what really matters: the customer. Will banks be so eager to adopt new technologies that they forget to consider what are truly the customer’s needs and instead create convenient needs for them?