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Over the last 15–20 years, banks and other financial intermediaries have invested in the internet and mobile as primarily transactional channels ancillary to those used to conduct customer relations (counters, branches, advisers, etc.). The aim was to shift low-added-value operations onto the channels that cost the organisation less.
But the market has now changed rapidly, on both the demand and the supply side, through:
In that light, the new
touchpoints with customers can no longer be managed at a commercial, technical and organisation level as if they were independent ancillary channels. Moving to an “omni-channel” approach means understanding that customers do not see multiple channels but, rather, a single company contactable in different ways according to need and to the context. It also means overcoming the following current limitations:
This critical transition is radically changing the distribution and service models, and Reply is supporting financial institutions by accelerating innovation and channelling it into practical, sustainable business solutions.
In particular, through e*finance consulting Reply and the other group companies focused on innovation through technology, Reply is supporting banks, insurance companies and other financial intermediaries in all the main strands of their digital transformation:
Amid such fast and far-reaching change, the key factors are strategic clarity and execution capability. Reply brings our network’s specialist expertise to bear as part of a clear vision of the way forward on 3 core paths: