At times when physical interaction becomes difficult - such as with COVID-19 - a hybrid customer journey can work to create a winning customer experience.
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.