Channel Management in Financial Services

From his forthcoming book, Joseph DiVanna examines how banks are using a wide range of technologies to reach their customers but consistently fail to learn which banking services customers really want. Most banks simply buy technology without really understanding what is driving their customers’ behaviours. Using examples from around the world, Joe DiVanna argues that although banks spend a great deal of money on technology, they are severely underutilizing their technological capabilities to reach their customers because they lack a process to know their customers wants, needs and desires which is a requirement to develop customer intimacy.