Financial providers should follow certain practices that take account of the demands and expectations of this tech-savvy generation.
It is pretty obvious that digital transformation needs to start with customers first but banks often struggle with it. Banks should put customers always in the centre of their thinking. Digital transformation can be used as a catalysator and accelerate the process.
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.
Adopting digital solutions allows banks to reduce support time and costs and gives customers the opportunity to interact with their bank in a way that suits them.