These days there is a noticeable shift in the center of gravity when it comes to retail banking engagements. The shift is towards mobile platforms, to the anywhere, anything service delivery according to Michael Leung, Chief Information and Operations Officer at China CITIC Bank International.“It’s almost like an on-demand service delivery concept. Customers don’t want to be confined to the 9 to 5 working hours of a branch. Phone banking is also on a decline as customers no longer wish to go through a plethora of options, they want to speak to the operator to get to the point of the call,” he added.
Source: Retail banking in the sharing, on-demand paradigm | FinTech | Enterprise Innovation