“Many of the roles and job titles of tomorrow are unknown to us today,” said Andrew Connell, global head of innovation and partnerships and Asia Pacific head of digital, RBWM, HSBC in a statement. “One thing is certain, however - artificial intelligence will not replace human intelligence. Blending the best technology with the power of people will be the difference between good and great when it comes to customer experience.”
1. Mixed reality experience designerIt's clear that mixed and augmented reality (MR/AR) will soon be the primary interface to the digital world. The ability to mix digital data with our physical environment will be a key technology used in the banking industry in the future.
2. Algorithm mechanicAlgorithms are increasingly becoming part of the decision-making in businesses. However, these algorithms operate in a fast-changing environment of shifting regulations, new information, and evolving products. Constantly tuning these algorithms to optimise banking customer experience, and avoid ‘computer says no’ moments, will be a skill in growing demand.
3. Conversational Interface DesignerWe have already seen chatbots take over in a lot of basic customer experiences. This is only set to increase in the future. Conversational interface design is an emerging skill to help us take the best advantage of voice and text chatbots, and one that will only grow in importance as the technology becomes more mainstream
4. Universal service advisorThanks, to digital technologies the boundaries between physical and remote spaces are being reimagined all the time. As mixed reality becomes the main interface between people and machines, highly skilled service agents, empowered to support customers across a variety of products, will be able to switch seamlessly between virtual and physical environments from anywhere anytime to meet customer needs.
5. Digital process engineerA slick customer experience is now expected. As the rate of customer requests both increases and becomes more complex as they combine service and information components from multiple sources. A digital process engineer analyses, assembles and optimises these workflows, adjusting them constantly to maximise throughput and minimise friction.
6. Partnership gateway enablerIn an increasingly networked business world, the digital relationships with banking partners, like fintechs and global technology companies, will need careful monitoring, maintenance, and negotiation. Withboth cash and customer data potentially flowing between organisations, someone will need to keep a watchful eye on utilisation and conduct, as well as ensuring performance and regulatory compliance.
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