How can banks engage and educate customers on the benefits and risks of new technologies and services?

2 Communicate the value proposition and the use cases

Once you have a clear picture of your customers' preferences and pain points, you can communicate the value proposition and the use cases of new technologies and services. How can they benefit from using them? How can they solve their problems or achieve their goals? How can they access and use them easily and conveniently? You can use various channels, such as email, SMS, push notifications, webinars, videos, blogs, podcasts, and social media, to deliver relevant and personalized messages that highlight the benefits and features of new technologies and services.

3 Provide clear and simple instructions and guidance

Another key aspect of engaging and educating your customers is to provide clear and simple instructions and guidance on how to use new technologies and services. You want to make sure that your customers can navigate and operate them without any confusion or frustration. You can use tutorials, FAQs, demos, chatbots, help centers, and customer service agents to explain how to use new technologies and services step by step, and answer any questions or issues that may arise.

4 Address the potential risks and the security measures

While new technologies and services can offer many advantages, they can also pose some risks, such as fraud, cyberattacks, data breaches, or technical glitches. You want to address these risks and reassure your customers that you are taking the necessary security measures to protect their data and transactions. You can use alerts, notifications, tips, best practices, policies, and certifications to inform your customers about the potential risks and the security measures of new technologies and services, and advise them on how to avoid or mitigate them.

5 Solicit feedback and measure satisfaction

Engaging and educating your customers is not a one-time event, but an ongoing process. You want to solicit feedback and measure satisfaction on a regular basis, and use the data to improve your offerings and communication. You can use ratings, reviews, testimonials, surveys, polls, and other methods to collect feedback and measure satisfaction from your customers on new technologies and services, and identify what works well and what needs improvement.

6 Reward engagement and education

Finally, you want to reward engagement and education, and encourage your customers to use new technologies and services more frequently and effectively. You can use gamification, incentives, rewards, loyalty programs, referrals, and other strategies to motivate your customers to engage and educate themselves on new technologies and services, and recognize their achievements and progress. By rewarding engagement and education, you can increase customer retention, loyalty, and advocacy.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?