{"id":49347,"date":"2018-06-28T15:00:56","date_gmt":"2018-06-28T22:00:56","guid":{"rendered":"\/us\/en\/blog\/digital-transformation-banking\/"},"modified":"2025-03-13T06:08:48","modified_gmt":"2025-03-13T13:08:48","slug":"digital-transformation-banking","status":"publish","type":"post","link":"\/us\/en\/blog\/digital-transformation-banking\/","title":{"rendered":"Digital Transformation in Banking : discover how to adapt to new market expectations"},"content":{"rendered":"<div property=\"schema:text\">\n<p>RingCentral Engage took part in the <b>The Asian Banking Forum<\/b> (ABF) in <b>Singapore <\/b>on <b>June 20 and 21<\/b>. This 4th Annual edition gave the floor to executives experts of retail banking to talk about the challenges faced by Asian banks to offer an <b>Omni-Digital customer experience<\/b>.\u00a0<br \/>\n\u00a0<\/p>\n<p><a href=\"https:\/\/my.linkedin.com\/in\/gayaguirous\" target=\"_blank\" rel=\"noopener noreferrer\">Gaya Guirous<\/a>, <b>Asia Chief Representative of RingCentral Engage<\/b>, explained how banks can meet their customers\u2019 expectations thanks to Omni-Digital.<\/p>\n<p><center><iframe allow=\"autoplay; encrypted-media\" allowfullscreen=\"\" frameborder=\"0\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/8a7RrSJPGJ8\" width=\"560\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><\/p>\n<p>He put emphasis on<b> 3 common problems<\/b> creating frustrating customer experiences and causing problems in customer care departments:<\/p>\n<ul>\n<li>No possibility to use the channel of his choice, not to pay for and without adapting to its operating hours<\/li>\n<li>\n<b>64% <\/b>of consumers said they expect companies to respond to and interact with them in<b> real time<\/b>. However, it is common to receive answers from companies after one week<\/li>\n<li>\n<b>89% <\/b>of customers feel frustrated by having to repeat their issue to multiple representatives because of lack of communication between departments<\/li>\n<\/ul>\n<p><img decoding=\"async\" alt=\"ABF\" data-entity-type=\"file\" data-entity-uuid=\"79d2cc23-ff0a-46f6-8f1e-9915305e13df\" height=\"284\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Capture%20d%E2%80%99e%CC%81cran%202018-06-28%20a%CC%80%2017.05.05.png\" width=\"490\" class=\"align-center\"><\/p>\n<p>\u00a0<\/p>\n<p>Then, he gave an overview of the latest digital market trends in Asia, with a particular focus on ASEAN:<\/p>\n<ul>\n<li>The <b>652 million inhabitants<\/b> of the region include <b>370 million active internet users<\/b> with <b>38% bank account penetration<\/b>\n<\/li>\n<li>In the banking industry, <b>46% <\/b> of consumers now interact via digital form only (vs 27% in 2012)<\/li>\n<li>\n<b>80%<\/b> of adults and <b>90%<\/b> of teenagers use messaging apps every day<\/li>\n<li>There are <b>4x more smartphones <\/b>than credit cards in the region<\/li>\n<li>Customers have <b>new expectations<\/b>. They want to feel important, to be listened to, to feel at ease\u2026<\/li>\n<li>Digital banks such as <b>True Money <\/b>and <b>Big Pay<\/b> have raised the bar in terms of customer expectations. Some of these expectations include simplicity and reactivity, easy subscription directly from smartphone and being able to do all operations from mobile apps<br \/>\n\u00a0<\/li>\n<\/ul>\n<p>Banking behaviors of asian customers switch to digital. Thenceforth, banks have to adapt their customer care.<br \/><a href=\"https:\/\/my.linkedin.com\/in\/gayaguirous\" target=\"_blank\" rel=\"noopener noreferrer\">Gaya Guirous<\/a> explained also how RingCentral Engage helps companies deploying the right digital channels throughout multiple countries and languages.\u00a0<\/p>\n<p>He gave a concrete example of the First Telecom bank in the World launched by<b> Orange Bank<\/b> that offers a fully digital customer experience and payment thanks to RingCentral Engage. He also explained how <a href=\"http:\/\/site.dimelo.com\/en\/success-story-iflix\">RingCentral <\/a><a href=\"http:\/\/site.dimelo.com\/en\/success-story-iflix\">Engege<\/a><a href=\"http:\/\/site.dimelo.com\/en\/success-story-iflix\" target=\"_blank\" rel=\"noopener noreferrer\">\u00a0enables <\/a><a href=\"http:\/\/site.dimelo.com\/en\/success-story-iflix\">iflix<\/a><a href=\"http:\/\/site.dimelo.com\/en\/success-story-iflix\">,<\/a> second largest video streaming platform in the world, to meet customers\u2019 expectations. Thanks to RingCentral Engage, iflix has:<\/p>\n<ul>\n<li>\n<b>33% <\/b>shorter response time<\/li>\n<li>\n<b>+20%<\/b> productivity<\/li>\n<li>\n<b>75%<\/b> \u201cvery satisfied customers\u201d rate<\/li>\n<\/ul>\n<p>Here are some of the key takeaways giving you a better understanding of the <b>new banking models<\/b> and <b>insights to develop the right strategy<\/b> to match customers\u2019 expectations:<\/p>\n<p><img decoding=\"async\" alt=\"ABF\" data-entity-type=\"file\" data-entity-uuid=\"dab70e16-c893-474f-babe-995582d18235\" height=\"333\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Capture-d%E2%80%99e%CC%81cran-2018-06-28-a%CC%80-17.12.23_0.png\" width=\"561\" class=\"align-center\"><\/p>\n<p><b>RingCentral Engage<\/b>\u00a0helps companies to deal with these challenges by enabling them to manage all their digital customer care channels (<b>messaging<\/b>, <b>social media<\/b>, <b>live-chat<\/b>, <b>mobile<\/b>, <b>email<\/b>) within a <b>single platform<\/b>.\u00a0<br \/>\n\u00a0<br \/>\nThe RingCentral Engage\u00a0team already has major clients in Asia, including companies like <b>Iflix<\/b>, <b>Ooredoo<\/b> and <b>Banglalink <\/b>and is strengthening its presence in the region with its new office in Singapore.<br \/>\n\u00a0<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>RingCentral Engage took part in the The Asian Banking Forum (ABF) in Singapore on June 20 and 21. This 4th Annual edition gave the floor to executives experts of retail banking to talk about the challenges faced by Asian banks to offer an Omni-Digital customer experience.\u00a0 \u00a0 Gaya Guirous, Asia Chief Representative of RingCentral Engage, &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49348,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49347","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Digital Transformation in Banking : discover how to adapt to new market expectations | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"RingCentral Engage took part in the The Asian Banking Forum (ABF) in Singapore on June 20 and 21. This 4th Annual edition gave the floor to executives\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/digital-transformation-banking\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital Transformation in Banking : discover how to adapt to new market expectations\" \/>\n<meta property=\"og:description\" content=\"RingCentral Engage took part in the The Asian Banking Forum (ABF) in Singapore on June 20 and 21. 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