LatinFinance: There’ve been
tremendous changes in banking in Latin America making the task
of managing customer experience more complex and varied. How
can you best use new channels to communicate with customers?
How do you segment those customers? And starting with a broad
question, what are the most important channels today through
which banks seek to reach and interact with customers?
Felipe Vasquez de
Velasco, Interbank: The Peruvian customer has not got
into technology much, except for the younger ones. Innovations
we have seen in banks in Peru are changes in branches: design,
times of opening, and the different services that can be
incorporated into the branch.
Cesar Calderon Herrada, Scotiabank Peru: I think the mix of
channels is important. We need to separate different kinds of
customers, and what they need. [Is it] preferable for them to
go to the branch, or use the Internet, and we need...
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