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Bank of Ireland’s Jamie Renehan on Building Digital Relationships with Customers
Jamie Renehan from Bank of Ireland discusses how banks build relationships customers now that everything’s online. Previously, customers went to the bank in-branch and chatted with someone face-to-face, and built up a relationship over time. However, things are changing fast.
Renehan says banks have got a significant amount of customer information from all points in their systems but the big question is how to use that information to keep those relationships going strong online. Banks have to get to know their customers through the data and give them products and services that actually matter to them.
This may be that online experiences feel personal, or making sure someone’s online profile syncs up with what happens when they go to a branch.
Renehan’s point is clear: for banks like Bank of Ireland to do well, they have to mix the latest technology with the personal touch that banks have always been known for.
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