Keep it personal

Customers want more personalisation capability

Customisation has taken over convenience as the new catchcry for online banking platforms, according to bankers racing to offer a better online experience to customers.

“Over the next five years, we expect online banking to become a highly customer-centric, personalised service that adapts to the needs of individual customers,” says Sam Plowman, head of online banking with ANZ.

Likewise, Commonwealth Bank chief information officer Michael Harte says, “More and more, we’re seeing that customers want more personalisation capability”.

Last month, the Commonwealth Bank launched a new opt-in home page that allows customers to personalise their online banking experience. The alternative home page is just one of many enhancements the bank has made to its online banking platform as it seeks to improve online service and increase simple sales. Commonwealth Bank customers can now access their NetBank, CommSec and CommInsure accounts with one login. Behind the scenes, the bank has connected the platform to its CommSee customer relationship management system in order to make more personalised sales offers to customers...

Jun/Jul 2009

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