A world-class customer service is essential to deliver a personalized experience and build a trusting relationship with banking customers.
Chatbots are able to stimulate human conversation and interact with clients, guide them to the right information and answer queries.
At times when physical interaction becomes difficult - such as with COVID-19 - a hybrid customer journey can work to create a winning customer experience.
Video conferencing solutions may present an enticing 'quick fix' for organizations at this time but are they really adding the value that clients seek and the businesses themselves require?
Insurers need to reconfigure the customer journey to meet evolving demands and ensure they always put the customer at the heart of their strategy.