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  • Tanya posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 6 years, 6 months ago

    Barclays Bank buys 8,500 iPads. A PR mouthpiece at Barclays said the device will be used “to assist our branch colleagues to interact with customers, improving the customer experience”.
    Barclays is planning to preload unspecified iPad models with a custom-program aptly named Mortgage Brain which helps mortgage brokers scan the entire market for available options. Mortgage Brain is jointly owned by six banks including Barclays Woolwich, RBS, Virgin Money, Santander, Lloyds TSB and Nationwide.
    The technology can be a good way to do a customer experience more pleasant, beneficial and useful, but in my opinion if the organization doesn´t make any changes in a staff culture neither in sales principles or business strategy, it converts the purchased technology in expensive toys. Maybe I´m wrong 🙂

    • It sounds like you have it right. What is the point of a device if you’re not utilizing it to its full potential, in this case pairing it with advisors who are trained to integrate the technology into the business process? The program itself sounds amazing, great for brokers and customers alike, but I feel like it will under perform because of the limitations of the business strategy and lack of formal training with the devices.

      • Just because the staff culture doesn’t change doesn’t mean this won’t be effective. I had tablets and a personal finance app rolled out by my company to assist my sales team, and even though they were never told directly that they had to use the tablet, they were able to work with it. There was no extensive training requirements or expectations for the tablet, just that they had another option if they thought it would help. Some salespeople used it, some didn’t, but everyone still performed as well or better as they usually did. Don’t think that the technology has to be used just because it’s there, because my team proved that they could still do well without it.