Banks Re-establish the Lost Art of Customer Conversation

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Through adoption of mobile enabled digital services, nancial services rms are aiming to drive and create customer value. Improving the customer journey is top of mind amid efforts to attract new customers through online channels for current accounts, credit cards, mortgages or loans. In fact, most financial services providers have digitally enabled at least some customer self-service activity across smart devices to allow hassle-free convenience when customers check their account balance, make payments online, or simply change their personal details. But despite this investment in new digital channels, most banks are not yet fully realising returns in the form of better customer targeting, better conversion rates and appreciably higher customer satisfaction.

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