NOVO BANCO
“Embracing curiosity about what really matters to customers is on one hand really hard – but once you have embraced it , you find it ’ s really interesting and fulfilling ”
JOAO DIAS CHIEF DIGITAL OFFICER , NOVO BANCO because there is always an ATM available . We segment our customers around their behaviour regarding digital services . The ATM lovers will go to a terminal eight or nine times a month to carry out basic services . And you talk to them and they say – ‘ hey , you know , I was on the way to the coffee shop so I just stopped at the ATM to do my banking , so why do I need an app ?’”
Dias says that to overcome this bias NOVO BANCO is heavily investing in its mobile app , so that the convenience of the smart phone can surpass the convenience of ATMs .
“ Our strategy is to have a great mobilecentric , omnichannel banking experience . For this we have just launched a new version of our app – NB smarter , that is extremely intuitive , personalized through extensive use of data science , commercial and co-created with users . We are confident that the increased convenience of this experience will persuade more customers to migrate to digital channels .
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