Discover the future of banking with phygital banking, combining the best aspects of physical and digital experiences. Explore its meaning, examples in other industries, and its implementation in the banking sector. Reshape the customer journey and embrace the fusion of digital and physical worlds.
In the digital age, traditional banking is undergoing a significant transformation to meet the evolving needs of customers. The concept of “phygital banking” has emerged as the future of banking, combining the best aspects of both physical and digital experiences.
This article explores the meaning of phygital banking, its examples in various industries, and its implementation in the banking sector. Discover how the fusion of the digital and physical worlds is reshaping the customer journey, creating engaging experiences, and paving the way for the future of banking.
What is Phygital Banking?
Phygital banking is a term that encompasses the combination of physical and digital elements within the banking industry. It refers to the seamless blending of traditional, in-person banking services with digital innovations to provide customers with a more convenient and personalized banking experience.
Examples of common phygital strategies in practice in other industries
Before delving into phygital banking specifically, let’s take a look at some examples of how the phygital concept has been successfully implemented in other industries. These examples will provide a better understanding of how the blending of physical and digital elements can enhance the overall customer experience.
In the retail industry, for instance, many brick-and-mortar stores have adopted phygital strategies to enhance the shopping experience. They may employ interactive digital displays, virtual try-on technologies, or mobile apps that provide personalized recommendations based on customer preferences. These strategies merge the tactile experience of shopping in-store with the convenience and personalization of digital technology, creating a more engaging and immersive shopping experience.
The automotive industry has also embraced phygital strategies by incorporating digital elements into the car-buying process. Customers can now access virtual showrooms, configure digital vehicle models, and even take virtual test drives. These innovations allow customers to explore options and make informed decisions from the comfort of their own homes, saving them time and increasing convenience.
Lastly, the real-estate industry has implemented phygital strategies to revolutionize the way properties are bought and sold. Virtual home tours, 3D floor plans, and augmented reality applications have made it easier for potential buyers to explore properties remotely. This integration of physical and digital elements has streamlined the home-buying process, making it more efficient and accessible to a wider audience.
Phygital Examples in Different Industries
Now that we have seen how phygital strategies have been successfully employed in various industries, let’s explore how they can be applied in the banking sector.
Phygital in the automotive industry
In the banking industry, phygital strategies can provide customers with a seamless banking experience by combining the convenience of digital banking with the personalized service of in-person interactions. For example, banks can utilize interactive digital platforms to assist customers in completing transactions, accessing account information, and managing their finances. These platforms can be combined with physical touchpoints, such as video-conferencing booths or self-service kiosks, to allow customers to connect with banking professionals when they need personalized assistance.
Phygital in the retail industry
Phygital strategies can also be applied to enhance the customer experience in retail banking. Banks can create interactive digital displays or virtual branches within physical bank locations, offering customers the convenience of online banking while still providing the option for in-person assistance if desired. This fusion of physical and digital elements allows customers to explore banking products and services in a more engaging and interactive way, making the banking experience more enjoyable and accessible.
Phygital in the real-estate industry
The real-estate industry has seen significant changes in recent years, with online platforms playing a crucial role in property transactions. However, the integration of phygital strategies can further enhance the buying and selling process. For instance, banks can utilize virtual reality or augmented reality technology to provide customers with immersive virtual tours of properties, allowing them to explore homes remotely before making purchasing decisions. These technologies can also be utilized in mortgage applications and approvals, streamlining the process and providing an efficient and convenient experience for customers.
The pandemic helped accelerate the change
The global COVID-19 pandemic has undoubtedly played a significant role in accelerating the adoption of phygital strategies across industries, including banking. As physical interactions became limited, banks were forced to rapidly pivot and provide alternative channels for their customers to access banking services. This led to an increased focus on digital solutions, such as online banking platforms, mobile apps, and video-conferencing tools. As a result, customers became more familiar with and reliant on digital channels, paving the way for the integration of phygital banking services even after the pandemic subsides.
What is Phygital?
Now that we have explored various examples of phygital strategies in different industries, let’s take a closer look at what exactly “phygital” means. Phygital is a portmanteau of the words “physical” and “digital,” representing the convergence of these two realms. It refers to the blending of physical and digital elements to improve customer experiences, streamline processes, and create a more seamless integration between the physical and digital worlds.
Phygital in the banking industry
In the banking industry, phygital strategies can revolutionize the way customers interact with their financial institutions. By combining the convenience and accessibility of digital banking platforms with the personalized service and expertise of in-person interactions, banks can create a more holistic and engaging customer experience.
Digital banking platforms can provide customers with 24/7 access to their accounts, enabling them to check balances, transfer funds, pay bills, and perform other banking activities at their convenience. These platforms can be complemented with physical touchpoints, such as video-conferencing booths or self-service kiosks, to offer customers the option of connecting with banking professionals for personalized assistance when needed.
What is the need for Phygital banking?
The need for phygital banking arises from the evolving customer expectations and the rapid advancements in technology. As customers become more digitally savvy and comfortable with accessing services online, their expectations for convenience, speed, and personalization have significantly increased. At the same time, advancements in technology have enabled banks to offer innovative solutions that cater to these expectations.
By embracing phygital banking, financial institutions can meet the evolving needs of their customers while staying ahead of the competition. The integration of physical and digital elements within banking services allows for a more seamless and user-friendly experience, where customers can effortlessly switch between online and offline banking channels based on their preferences and needs.
Advantages of Phygital banking – the fusing of the digital and physical world
Phygital banking offers several advantages for both customers and financial institutions. For customers, the blending of physical and digital elements provides greater convenience and flexibility. They can access banking services anytime and from anywhere through digital platforms, while still having the option of interacting with banking professionals in person when needed.
For financial institutions, phygital strategies can lead to increased customer satisfaction, loyalty, and engagement. By offering personalized and seamless experiences, banks can build stronger relationships with their customers and gain a competitive edge in the market. Furthermore, the integration of physical and digital elements can streamline banking processes, reduce operational costs, and increase efficiency.
Phygital is the way forward
In conclusion, phygital banking represents the future of banking. The combination of physical and digital elements within the banking industry offers customers a more convenient, personalized, and engaging experience. By seamlessly integrating physical touchpoints with digital platforms, financial institutions can meet the evolving needs and expectations of their customers while staying ahead of the competition.
The COVID-19 pandemic has further accelerated the adoption of phygital strategies, as banks were forced to provide alternative channels for their customers to access banking services. This has created an opportunity for banks to reimagine their customer journey, leveraging digital innovations to enhance their offerings and provide a more holistic banking experience.
As technology continues to advance, it is crucial for banks to embrace the phygital revolution and invest in the necessary infrastructure and solutions to cater to the changing demands of their customers. By doing so, financial institutions can position themselves as leaders in the industry and ensure that they remain relevant in an increasingly digital world. Phygital banking is not just a trend, but a necessity for banks looking to thrive in the future.
