up retail banking. Today, we can see the start of this trend through the use of
remote advisors over video into branches but, tomorrow, it will be remote
advisor to the lounge, study or mobile phone of the consumer at home.
fact that 3G telephones and Skype webcams allow you to connect visually with
friends and family is already commonplace. The fact that this has not been
extended to business services yet, surprises me.
But there are
some examples out there. For example, some Australian banks connect with
customers through home-based broadband due to the long distances between towns
and villages. There’s a French bank that offers domestic broadband video
advisory services. And a UK bank trialled video services to 3G telephones last
Therefore, if I were a clairvoyant, I would claim that videobanking
will be commonplace by 2012. But this will be a big challenge as banks will
need to think carefully about the style, presentation, look and feel of their