When technology becomes more human, does a human provide a differentiated experience?

June 27, 2013
Hosted by Brett King

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Episode Description

When we think of technology in banking we often think of 40 year old legacy mainframe systems and clunky IVR menu trees (Press 1 for banking, 2 for credit cards, etc) that are complex, unwieldy and don't exactly provide a great customer experience in comparison with sitting in front of a smiling human in a branch location. However, with the advent of technology like Siri, the baby-proof usability of iPad and the ever growing suite of apps, voice biometrics that can tell who you are when you ring your bank's call centre, etc the gap between a seamless digital experience and a great face-to-face experience is shrinking. In this week's BREAKING BANK$ show we talk to Sutherland Global, Nuance, Kony and others who are leading the mobile, voice self-service technology platform boom and explore how automation, usability and new technologies are creating a service layer that might one day replace that human sitting in a physical space.

Breaking Banks Fintech

Breaking Banks Fintech

Thursday at 12 Noon Pacific Time on VoiceAmerica Business Channel

Breaking Banks is the number 1 global fintech radio show and podcast. Every week we explore the personalities, startups, innovators, and industry players driving disruption in financial services, from Incumbents to unicorns, and from the latest cutting edge technology to the people are using it to help to create a more innovative, inclusive and healthy financial future.

We are living in a time of the most dramatic technological advancements in history, and we are telling the stories behind that change, with a focus on the implications of what it all means for industry incumbents and insurgents, the people, the consumers, the markets, and the very nature of banking and money itself.

Listen every Thursday at 3 PM Eastern Time, Noon Pacific on the VoiceAmerica Business Channel.

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Brett King

Brett King

Brett King is a three times bestselling author, well-known futurist and speaker, and founder of a breakout new retail banking and lifestyle concept "Moven.” King was voted as American Banker's Innovator of the Year in 2012, and was nominated by Bank Innovation as one of the Top 10 "coolest brands in banking.” King has been featured on CNBC, Bloomberg, BBC, Financial Times, The Economist, The Asian Banker Journal, The Banker, Wired magazine and many more. He contributes regularly as a blogger on Huffington Post.

King initially achieved recognition for his bestselling book BANK 2.0, which received widespread industry acclaim and topped category lists in the UK, USA, Germany, Japan, Canada, France Russia and Asia. 'Branch Today, Gone Tomorrow' - King's second book achieved bestseller status in its first week on Amazon. His current book BANK 3.0 is currently topping the charts in the US, UK, China, Canada, Germany, Japan and France and has been published in English, Chinese (Simplified/Traditional), Korean, Russian and Polish to-date. He is widely considered the foremost global expert on retail banking innovation today.

As an industry thought leader, King has delivered keynotes at conferences in more than 40 countries for organizations like Google, Forbes, and Oracle. He has served as an international judge for The Asian Banker Retail Banking Excellence Awards, the GSMA Global Mobile Awards, the Middle East Business Achievement and Retail Banking Awards.

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