2015 Outlook: Derek Corcoran, Avoka
Derek Corcoran is chief experience officer at Avoka, a multi-channel customer transaction platform.
What were the major themes of your business in 2014?
Our main focus for 2014 was on the omni-channel customer experience. Essentially, we want to provide banks and other financial institutions with technology that makes it easy for them to create a frictionless experience across various platforms and devices. We live in a world where people are constantly on the go, so shouldn’t they be able to fill out a new account application from a mobile device, online or in-person – or across some combination of those channels.
What are your expectations for 2015?
The concept of omni-channel really gathered steam in 2014, and this will continue to be a priority for 2015. We expect more companies will focus on monetizing their digital marketing programs through a focus on digital sales and omni-channel will be a key part of that strategy. In most cases, that experience is not when they are in a brick-and-mortar bank branch. In 2015, we expect to work with banks to develop customer engagement applications that can be used anytime and anywhere.
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