3 steps to create a digital banking relationship center

Digital is redefining retail experiences, and the banking industry is right in the middle of the disruption. Customers today expect more personalized services and simple and seamless interactions. To deliver on these increased expectations, the banking contact center as we know it will need to evolve into a digital banking relationship center of the future that can anticipate customers needs and improve interactions.It is no surprise that the cross-channel experience must improve for banks—the need extends across all industries. In fact, 58 percent of the business-to-consumer organizations (B2C) Accenture surveyed are taking actions to improve the customer cross-channel experience. For banking, the contact center—which is often a channel of last resort for customers—is ideally positioned to become the new hub of customer centricity. Twenty-nine percent of consumers use the banking contact center today, and 18 percent rely on it for their first contact, the survey found.To read t
http://www.cio.com/article/3206306/digital-transformation/3-steps-to-create-a-digital-banking-relationship-center.html#tk.rss_consumerelectronics

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