A workforce that is out of touch with the demands of Millennials is holding financial services back from engaging this powerful segment of the population.
Technology empowers financial services to deliver a more personalized and intuitive customer service. But are we doing enough to keep up with customer demands?
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.