Latinia dio a conocer su perspectiva sobre los nuevos actores en el mundo financiero, “una nueva raza” de bancos, que ya se ven en el horizonte y que darán mucho de qué hablar en este y los próximos años: se trata de los neobancos.
“No son bancos según los entendemos hasta la fecha: son solo digitales, pero no son fintechs, pues disponen de licencias para operar, son excelentes en interactuar con el cliente y en su experiencia con él, son ágiles y disponen de recursos”, comentó Oriol Ros, director de Marketing de Latinia. «Esta nueva figura se enfrenta en todo caso a grandes retos, como la de alcanzar la meta de la sostenibilidad al no disponer de una masa de clientes suficiente, a los que habrá que evangelizar, aun así, su papel es imprescindible para entender la banca del futuro».
«Su rol es imprescindible dentro de la actual dinamización del sector financiero, tan convulso, entre la amenaza de los grandes actores digitales y las fintechs, pero es posible que los neobancos jueguen en el corto plazo un papel más importante, porque precisamente entienden mejor los ejes más críticos en los que se mueve la industria financiera en estos momentos; tecnología y cliente, y vienen con licencia para operar: Son el James Bond de la industria”, abundó Ros.
Es posible que su futuro esté escrito ya como nuevos actores digitales de la banca tradicional, que los abrazará para extender su oferta a las nuevas generaciones, convirtiéndose así en las nuevas marcas blancas de los bancos tradicionales, ávidos de encontrar un nuevo vínculo con un tipo de cliente que prefiere ir antes al dentista que a la oficina de su banco, por lo que reducir la interacción con el banco a la App contigua al Messenger de su Smartphone parece la aproximación más inteligente.
Al ser solo digitales juegan con ciertas ventajas, más allá de entender bien al público al que se dirigen; costos, agilidad y experiencia de cliente, y cuando se acaben los recursos, sino participados ya por bancos tradicionales, seguramente su marca será un buen activo que justifique su adquisición por parte de cualquier banco tradicional.
En una cosa están siendo especialmente ágiles: suelen apoyarse en las fintechs para ofrecer servicios financieros en los campos a los que no llegan, y aquí la industria tradicional está más ”temerosa”. “Los neobancos forzarán a la banca a acelerar su oferta y a adaptarla a una nueva demanda, sin oficinas, sin fricciones, en un entorno 100% digital. Cumplen, hasta cierto punto, una función social, son el eslabón necesario para cambiar de ciclo, y la historia así les recordará. Mientras los bancos tradicionales han sido empujados al camino de lo digital por presión competitiva, para los neobancos es algo natural, una opción de origen», aclaró el ejecutivo.
El concepto en sí es amplio, pero algo muy concreto los distingue; la voluntad de operar de forma distinta a cómo los clientes han interactuado con sus bancos en las últimas décadas, más allá del canal; lo digital es puro ADN, son, simplemente, una nueva generación de bancos, posiblemente con un recorrido finito, pero que resultarán clave para entender cómo la banca tuvo que adaptarse a una nueva realidad. Confianza y reputación ya no son suficientes, si bien siguen siendo los principales activos de la banca tradicional; el cliente se ha convertido en un radical de la conveniencia y a él hay que adaptarse.
Características clave de un neobanco:
100% digitales, ágiles y pocos costos de infraestructura.
Dominan la CX (Customer Experience).
Canal de distribución perfecto para el banco tradicional.
Capitales para entender el proceso de Transformación digital de la industria financiera.
El crowdsourcing está redefiniendo la forma en que las empresas manejan las devoluciones, ofreciendo una solución que no solo facilita el proceso para los clientes, sino que también mejora la eficiencia y reduce costos. Al adoptar estas innovaciones, su empresa puede transformar las devoluciones en una ventaja competitiva, incrementando la satisfacción del cliente y fortaleciendo la lealtad a la marca.
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Latinia dio a conocer su perspectiva sobre los nuevos actores en el mundo financiero, “una nueva raza” de bancos, que ya se ven en el horizonte y que darán mucho de qué hablar en este y los próximos años: se trata de los neobancos.