Best Practice Report

Next-Generation Digital Financial Services

Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring

March 11th, 2011
Alexander Hesse
With contributors:
Ellen Carney , Benjamin Ensor , Brad Strothkamp , Emmett Higdon , Bill Doyle , Beth Hoffman , Vanessa Niemeyer, Ph.D.


Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want to provide compelling digital experiences, most financial services firms' online services don't take advantage of the full potential of online and mobile technologies today. eBusiness and channel strategy executives need to develop a new generation of digital financial services that are SUPER: simple, ubiquitous, personal, empowering, and reassuring. eBusiness executives should use SUPER as a guideline to start creating next-generation digital financial services today. Building the next generation will require a transformation to agile commerce, an approach that enables business to optimize their people, process, and technology to serve customers across all touchpoints.

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