Home Social Business The Importance and Challenges of Trust in Omnichannel Banking

The Importance and Challenges of Trust in Omnichannel Banking [VIDEO]

EFMA Marketing Summit 2014 Trust Banking Wells Fargo

In this short EFMA video, Wells Fargo’s Tim Collins highlights the importance of trust in banking and the key challenges to build it and provide it consistently in an omnichannel environment.

I invite you to watch the video above with my friend Tim Collins – SVP Experiential Marketing at Wells Fargo.

Tim highlights the multiple challenges of the notion of trust in banking:

  • defining trust: rational vs. emotional
  • delivering trust consistently: omnichannel / multichannel banking

Wells Fargo is committed to be exceptionally excellent at handling transactions and culturally relevant via their community work.

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Let me take you to a trip down memory lane: I invite you to watch my first video interview with Tim Collins at another EFMA event in Athens back in 2008.


At the time, dailymotion was the only service allowing to upload longer videos…

EFMA’s Marketing Summit 2014

EFMA Marketing Summit 2014 Trust Banking Wells FargoIf you started reading my blog on VisibleBanking.com seven years ago, you will know I’ve always been a huge supporter of the EFMA.  In my opinion, they put together some of the very best digital banking events around: for most of their conferences, the quality of both their speakers and their attendees is outstanding.

And even thought I myself contributed to about ten of their online and mobile financial services in Spain, Greece, France and in the UK, I’m not totally biased.

Participating to those events has always been a great use of my time: I had countless insightful conversations with my peers and some of the global leaders in social media, mobile and digital innovation in financial services.  Many even became friends.

But organising profitable events in the banking industry is tough nowadays: budget, time and competition are all key challenges for any event organisers, even the best ones.

I’ve been invited to contribute to their Distribution Summit in March 2015 in Barcelona.  Until then, I invite you to find more information on their Marketing Summit 2014 in Barcelona this October.

So, how good is your bank at building trust and excelling in omnichannel banking?  How does the most trusted financial institution in your country successfully drive customer satisfaction and build customer advocacy?

If you enjoyed reading my article or if you wanted to react, I invite you to connect with me here, on twitter (@Visible_Banking) and on google+.

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