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Humanising Digital Banking | Nick Fahy, Cynergy Bank
Nick Fahy, CEO of Cynergy Bank, says there’s a key difference between making processes digital and making the customer experience better. Both are part of going digital, but Fahy says they have different aims and need different ways of thinking.
He says that making things digital is about efficiency and using tech to do things automatically and cut down on the processes people have to manually. It’s about how things are built and about making the company run better on the inside. But when you’re dealing with customers, it’s not just about being fast or autonomous – it’s about building relationships with them.
Fahy thinks that tech can be useful when it helps people do their jobs better as it can give time back to those who deal with customers by taking care of repetitive and time consuming tasks. The main goal isn’t just to make things run more smoothly – it’s to have better, longer-lasting ties with customers.
This change in thinking is important to banks and other financial institutions, especially those like Cynergy Bank that work with medium-sized companies.
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