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Recent developments have dramatically altered the banking landscape and transformed the relationships between banks and their customers. Customers are understandably more cautious these days, making it more difficult for banks to retain assets, acquire new deposits, cross-sell products or acquire new customers.

Customers are feeling the need to stay 'connected' to their accounts, but meeting this need is driving up the cost of servicing them to the banks.

Furthermore, traditional interaction channels, including most mobile banking solutions, are 'customer reactive', relying on the customer to initiate contact with the bank, when they have an enquiry or require service.

When the customer controls all the starting points for interaction, it makes it very difficult for the bank to reach out to their customers proactively.

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