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Nigel commented on Understanding my (50+) world

This deserves some thought: 1. A few years ago the topic of the "Greying of the Internet" was popular - the idea of how older adults can adapt to moving interaction from face-to-face to face-to-digital. Brain functioning requires making new neural connections in order to cognitively operate in the digital world and older people's brains are slower to forge new connections, whereas digital natives's brains are laredy wired for digital interactions. 2. But attempts to build "simpler" products such as limited function phones have failed because older people do not want to be thought of as less capable. They do not think of themselves as old! 3. Despite concerns about adaptability to digital fluency, the older generations are proving the skeptics wrong as 50 to 60 year olds are using the mobile channel from investing to leisure and travel. Having said all that, I believe that there is a real need for customer service in banks and insurance companies to increase their personal human touch rather than decrease the human touch in favor of digital. This is because as retirement age comes closer, older people need careful guidance of their pension options and planning. Its natural to have the reassurance and guidance of a person to help transition for their next stage of life. Banks that recognize this will have the competitive edge in my opinion.
11:19 AM
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