Banks need to consider how to create an omnichannel strategy, technology priorities and the balance of traditional and digital channels among other things.
Conversational banking involves a diverse range of digital tools that prioritize customer engagement and promote productive conversations between client/agent.
There are multiple ways of measuring customer satisfaction and team performance including abandon rate, service level, or NPS.
Financial providers should follow certain practices that take account of the demands and expectations of this tech-savvy generation.
It is pretty obvious that digital transformation needs to start with customers first but banks often struggle with it. Banks should put customers always in the centre of their thinking. Digital transformation can be used as a catalysator and accelerate the process.