Combining a shift of mindset with the integration of tech solutions can help create experiences contributing to the customer’s trust into the organization.
A digital transformation essentially extends the physical world, weaving together the offline interactions and conversations with the digital ones.
Going digital doesn’t mean leaving the physical world. A digital transformation enables an extension of the physical world, and it includes all the interactions and conversations we have in the physical world.
The customers have spoken – and in their mind, banks are all the same, focused on transactions, not relationships. Then there’s fintech and new regulations that are re-shaping the market landscape. These unstoppable market forces combined with customers’ dire indictment of the industry should be a rousing wake-up call to improve the customer experience before someone else does.