In a new article published in
Banker’s Hub, Unisys’ Eric Crabtree talks about the evolution of frictionless banking – notably how it started out as a means to streamline back-office processes, but has quickly evolved into a means to provide better customer service. As the digital footprint of today’s banking customer has expanded, customers expect new technology to make their lives easier, including banking via their mobile devices. However, this shift has also posed challenges to the industry. As Crabtree notes, in order to succeed in this climate, financial services organizations need to strike a balance between providing the right amount of friction for the right product and the right customer at the right time.
Read the article