TRAVELEX
26 there ’ s a shift toward self-service – that ’ s where we ’ re really focusing from a technology perspective . Customers nowadays are looking for a smooth and seamless journey when it comes to actually transacting with any company or organisation . It ’ s key for us to understand different types of customers : for example , our offline customers versus online customers .
“ We have a presence online , on mobile and ATM , and we are leveraging technology such as online chat , but we always maintain a large number of stores on the high street and in airports – that ’ s really significant to us ,” he adds . “ Retaining the ability to ultimately speak to a person and offer the reassurance that the transaction is secure , as well as for us to really know our customer , is critical as it is for any financial institution .”
“ People are moving from using cash and banknotes to more digital solutions . Ultimately , there ’ s a shift toward self-service ”
— Leonardo Tantari , Global Director of IT , Travelex
MARCH 2019