Summer C-Level Series: Phil Copeland, Avoka
What have been the main themes of your business so far this year?
Telling the Avoka story within the financial services industry and particularly focusing on the importance of multi-channel or omni-channel in the role of capturing new business. The banking industry in undergoing a revolution within customer experience that they’ve never seen in their history. Our company can help them capture these customers as they move to digital and create a seamless, “Amazon-like” experience for acquiring traditional banking products.
What has surprised you in 2014?
The overwhelming need for financial services to provide their customers with a true multi-channel, digital experience – and they need solutions today, not next month. The organizational complexity in moving businesses from traditional processes into digital. Most IT at organizations are overwhelmed with need to enable more digital products, that can take weeks or months. Avoka can enable the digital experience in days.
What are your expectations for the duration of 2014?
If financial institutions don’t move quickly to enable a positive digital customer engagement, they risk losing clients to more nimble banks. We expect more and more banks to prioritize creating a multi-channel experience as the movement to digital accelerates.