Customers are loyal to banks that offer them a seamless, pleasurable, and personal service which explains the desire for an omnichannel experience.
My friend’s mom is choosing a Christmas present for her insurance agent. As she puts it, it’s one small way she can thank her for going above and beyond during a time of need. So what was it that turned her difficult situation into a personal relationship?
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.
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.