Customer adoption has been one of the key challenges with most of the mobile banking implementations across the globe. Balachandran Unni, Director - Business Development for Nokia Money shares his learnings and experience on how to ensure customer adoption for a mobile banking solution. According to him, customer adoption has to a function of the following:
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Product, which should be compelling and easy to use
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Delivery, which channel and handset (mobile) agnostic
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Customer service and education, through agents and call centre
Balachandran also discusses about how these functions have been incorporated in Nokia Money to ensure customer adoption.