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Growing channels, growing challenges
Overview
The importance of conducting business through online channels (including the Internet and mobile services) continues to grow, bringing with it new technologies and new functionalities. These have had an impact on customer behaviour and expectations.
To respond rapidly to such developments, banks need to analyse trends, anticipate changing customer demands and adapt their services accordingly. They face several important challenges:
• Attitude – The online approach must be seen as a real channel; an integrated and co-ordinated part of a complete, multi-channel strategy. It must be positioned for both optimum customer satisfaction and maximum sales.
• Offerings – Banks need suitable service and products for sale online. But should they just copy the offerings made via the branch/telephone? Or should they adopt a more innovative approach, using the Internet for interactive contact and exploring the possibilities of social networking etc.?
• Security – Online channels offer huge potential for sales, but they need to be secure to gain and maintain customer confidence.
Key issues
The conference will also look at issues such as:
• What is the best business model for direct online channels? Could examples from other sectors be applied to the financial sector?
• How can banks use new technologies to create richer customer interactions? What impact do Web 2.0 social networks have on financial services?
• How can online channels be made safer?
e-channel Series
This conference is part of the e-channel Series:
- Online financial services, on 5-6 November (with concurrent round tables in the afternoon of 6 November)
- Mobile financial services, on 6-7 November (with concurrent round tables in the morning of 6 November)
Your institution will be entitled to a 15% discount if you register for both events (*) or if you register for one event and one of your colleagues registers for the other event:
- 2,720 euros (VAT excluded) for representatives of Efma member institutions.
- 4,080 euros (VAT excluded) for representatives of non-member institutions.
To access the programme of the other event of the series, please click on:
Mobile financial services.
(*) Please note that in that case however, you will not be able to attend the concurrent round tables of both conferences
- AWARDS
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Most innovative online/mobile financial product/service in Europe, Efma Award 2008
Efma has decided to organise a contest to reward the most innovative online/mobile financial product/service. This Award will be allocated during the Efma “Online Financial Services” event in Athens on 6-7 November 2008.
Financial Institutions with such online or mobile product/service they would like to be considered for the Award should register their product/service on the Award webpage before 5th October 2008 on: www.efma.com/awardsonline
