New digital tools have revolutionized customer service, giving customers more freedom and flexibility. But how can providers ensure the customer journey remains human and personal?
Banks need to consider how to create an omnichannel strategy, technology priorities and the balance of traditional and digital channels among other things.
Those seeing the strategic opportunity within the forced focus on alternative client interaction methods are placing themselves ahead of the pack for the "next normal".
How can brokers deliver a customer experience that is both remote and personal? Insurance brokers should use technology to grow trust and build loyalty.
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?