How CIOs are meeting the needs of customers in the 'mobile moment'
Here's a look at how three CIOs helped their companies succeed with innovative mobile strategies.
Anil Cheriyan,
SunTrust Banks:
Think 'mobile-first'
We used to think of mobile applications as a "millennial" thing, but we've found they're important to all of our customers. We created a mobile app for our customers several years ago and have been perfecting it ever since. With every new product we create, we think mobile first.
About 85 percent of our banking transactions take place through some kind of self-service channel, and customers love the mobile channel for transactions like balance inquiries or money transfers. But getting them to complete more complex transactions (opening a new checking account, for example) has been more difficult. A lot of individuals still feel more comfortable doing that type of transaction face to face, and translating that process to a 6-in. screen requires tight integration with legacy platforms.
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