Rapid advances in technology are increasingly changing the way people interact today. The same can be said for financial services providers and their customers. With customer satisfaction taking centre stage, are banks, especially those in emerging markets, keeping up with shifting customer expectations and optimising customer interaction channels? Are banks responding to the latest customer demands and anticipating their future needs? 

With banks looking to differentiate themselves from their competitors and stay ahead of the game, they must understand customers' quest for convenience, and how they can better service customers' increasing banking needs. Banks in emerging markets need to also achieve consistency of service by improving and standardising customer experience across various platforms, whilst better leveraging on use of social media.

With regards to this, SunGard's latest Bank Readiness Report consumer survey aims to shed light on how banks can better generate growth and profitability by responding to the latest consumer trends. 

This teleconsultation session will discuss:

• Why are customers looking beyond their primary bank
• Understanding the shifting interaction paradigm.
• The importance of face-to-face interaction

The panel for this session includes: 

• Edwin Yuen, Chief Analytics Officer, Bank of China, Hong Kong
• Bojan Blecic, Customer Experience Head, OCBC, Singapore
• Ravi Nair, EVP, Customer Experience Management Head, Abu Dhabi Commercial Bank
• Dean Young, VP, Product Management, Retail Banking, SunGard
• Durva Lakhlani, Senior Research Analyst, The Asian Banker
• Foo Boon Ping, Managing Editor, The Asian Banker (moderator)