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.
Only 15% of customers are satisfied with their insurer’s digital experience. This is usually because of a disjointed customer experience. Each touch point may be a great stand-alone experience, but their cumulative experience across multiple touch points and channels over time is not. Insurers need to shift their focus from touchpoints to the journey.
People aren’t dealing with their finances - either because they are intimidated or they don’t know how to. So how can banks help their customers become better planners and savers? By finding the right balance of automated and human advice.
The latest survey data indicate that video will play a major role in the future of banking, with two-thirds of banks currently pursuing video capabilities. Find out how the latest in video technology is improving customer interactions and what we can learn from early adopters.
Banks can use co-browsing alongside a phone call, a chat session, or a messenger conversation and ultimately create a more personalized experience for their customers. But remember co-browsing is different from screen-sharing.