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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