The Challenge: Modernization of the Banking Customer Experience
As the changes brought about by ever-evolving digital technology become progressively meshed into our daily lives, consumer demand has also advanced to now expect from all businesses the same level of speed, convenience, and efficiency. At banks, and similar financial institutions there is growing pressure to satisfy the demands of Millennials and tech-savvy customers who have come to expect nothing less than unspoiled optimization from their customer experiences. The lack of a good experience has put banks at risk of losing customers to other financial institutions as simple as applications or any other non-bank players in real-time payments, P2P payments and other growing sectors aiming to take advantage of business opportunities in areas traditionally dominated by banks. This is especially true in the call centers, the front lines of customer service, where automation is a critical step towards greater operational efficiency, and thus, a seamless customer experience.