Technology must make digital banking more human

As technology continues to impact all components of financial services, the importance of enhancing the human aspect of a an organization's brand has never been more important. In this exclusive interview, Duena Blomstrom discusses her book, Emotional Banking, and the importance of changing the legacy banking culture of processing transactions to a culture of developing emotional connections.

Duena Blomstrom is an independent digital and customer experience (CX) consultant, industry specialist, an entrepreneur and Angel Investor. She has been a mentor for Startupbootcampand Techstars, the founder of FinWinners, a coaching consultancy for start-up FinTech organizations.

With a background in psychology as well as business, Duena is an avid blogger and keynote speaker, advancing the objective of improving the emotional experience (EX) in banking. As the inventor of the Emotional Banking™ and EX concepts, she works with organizations to enable them to become truly Human Design led, delivering ‘Money Moments’ as opposed to traditional banking products.

In this exclusive interview, Duena discusses some of the major topics covered in her book, “Emotional Banking: Fixing Culture, Leveraging FinTech and Transforming Retail Banks into Brands”. During this interview, bank and credit union executives will understand why it is important to understand the principles behind Emotional Banking – a cultural change concept that brings the consumer to the center of rethinking banking products and delivery.

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