Loyalty stems from how well banks deliver value as perceived by consumers, which companies can measure through 30 Elements of Value®. The elements that have the greatest impact on loyalty in banking are quality, followed by saves time, reduces anxiety, simplifies and heirloom (a good investment for future generations). As the number and clout of challenger banks and technology firms grow, traditional banks find their interactions and engagement with customers diminishing. When disruptors nibble away at payments-related products, for instance, banks lose not only direct profits, but also frequent customer engagement and valuable transaction data.
And frankly speaking, I came out of the session really excited because there's a lot of good solutions and applications out there. However, what's missing right now is not the proof of concept, but the scaling up. And that was the key thing that we discussed is how to scale up, what's the role of the governments, the private sector and public organization like the WTO.