Digital natives revolutionized CX across banking and financial services and encouraged customers to question their relationship with traditional banking providers. Today’s banking customers want the best of all worlds, expecting simple transactions with intuitive digital solutions and live support to be readily available for more complex needs. At the same time, they want low fees and protection from cybercriminals.
Carefully planned customer journeys designed to meet low-complexity needs in low-cost channels while enabling escalation to live agents when needed are essential to attract and retain customers in banking and financial services.
Our client, a top-five banking and financial services provider, needed to quickly ramp up support for customers. Government regulations required social distancing in response to COVID-19.
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