latest Finovate Podcast

Greg Palmer hosts Janice Diner of Horizn to talk about educating bank customers, turning employees into digital advocates, and a Best of Show winner’s response to COVID-19.

Screen Shot 2020-04-10 at 9.41.03 PM   Listen to the podcast

Summary

Question 1: One of the biggest hurdles for digital adoption in the financial space is obviously getting customers educated on new technologies and helping them to understand how they can benefit by engaging with it. Horizn takes a 2 sided approach to this with equal focus on educating both bank employees and their customers about what new technologies can do. Can you talk a little bit about why both are of importance?

Horizn focuses on the human side of digitalization. There has never been a more important time to be truly digital. We are committed to making sure all bank customers understand and know how to bank digitally.

At Horizn we had this early “aha” moment, where we realized we were teaching humans about innovation and how to bank digitally,, how to get everyone comfortable quickly with digital banking and for the more experienced digital native, getting comfortable with advance and more complex new digital features that are being launched rapidly in some instances. From a Customer standpoint  we make sure that Bank customers are aware of the latest innovations, and then ultimately digitally confident in being able to do use.

Question 2: As the world responds to COVID-19 with the closure of branches and call center overload. Digital banking has moved from a nice-to-have to in some cases to the primary understanding Banks are using Horizn in critical COVID-19 communication with customers. Can you talk more about this?

As the world responds to COVID-19, Horizn is committed to doing its part to make sure all bank customers understand and know how to bank digitally. Digital banking has moved from a nice-to-have to in some cases the only way to do banking. With branch closures, increased wait times with the contact center, the moment to act to help is now

Horizn’s bank customers globally like U.S. Bank, M&T Bank, Lloyds, HSBC, RBC, and People’s United Bank are using the Customer Direct platform and Digital Demos as part of their COVID-19 mission-critical communications to customers to make certain they are confident and able to bank digitally immediately.

Customer Digital Banking Support Tactics Include: 

  1. Home pages with links to Digital Demos

  2. COVID-19 landing pages with links to Digital Demos

  3. Email communications from senior executives with links to demos and support pages

  4. Paid social media posts and ads linking to demos

  5. Contact centres leveraging Digital Demos on calls and chat support.

Question 3: Given the urgency of COVID-19 and the critical need to get as many bank customers banking digitally, Horizn has set up a quick to market starter package, can you talk a bit more about that?

Horizn is committed to doing its part to support financial institutions to make sure all of your customers understand and know how to bank digitally.

Horizn is providing a short term license package of our cloud-based Customer Digital Platform and Digital Demos to help your customers bank digitally. 

Working with our robust, enterprise-grade Customer Digital Platform, we can get you up and running within 2 weeks and host Digital Demos of your key digital and mobile journeys to share and help your customers with digital  banking.

We can get you started with 5 key Digital Demos that show your customers how to bank digitally:

  1. Download your Banking APP

  2. Deposit a Check

  3. Pay a Bill

  4. Set-up a Recurring Payment

  5. Transfer money (with Zelle or another solution)