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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