Most leaders recognize that it’s not the technology itself that is the most difficult part of a digital transformation. Digital technology only provides the possibility of gaining efficiencies and a better customer experience.
Customers are now using more than six channels on average to keep in touch with their bank. But they still want human help – probably a lot more often than banks realize. That’s why financial institutions have to ensure their digital transformations enable hybrid interactions – part human, part robot.
Banks are being forced to rethink their raison d'être these days. It’s no longer enough to exist for the sole purpose of turning a profit. With a powerful purpose, banks can reconnect with the community they serve and rediscover the very human side of banking – and do well. Find out more on the benefits of pursuing a customer-centric purpose.
A great customer experience is a balancing act between the independent, savvy consumer who expects self-service on every device and the innately social human being who derives value from seeing and interacting with one another. How do we balance the convenience of digital with the need for human interaction?