Customer adoption has been one of the key challenges with most of the mobile banking implementations across the globe. Balachandran Unni, Director - Business Development for Nokia Money shares his learnings and experience on how to ensure customer adoption for a mobile banking solution. According to him, customer adoption has to a function of the following:
Product, which should be compelling and easy to use
Delivery, which channel and handset (mobile) agnostic
Customer service and education, through agents and call centre
Balachandran also discusses about how these functions have been incorporated in Nokia Money to ensure customer adoption.