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.
Omnichannel banking offers the ease of digital tools while making space for those human interactions that make customers feel safe and secure.
Unless these tools are integrated with those that allow for human-to-human conversation, they risk leaving customers alienated and frustrated.