Innovate the Customer Journey with 5 Insights on Banking and the Contact Center
People rely on banks for more than money transactions and investments—they also expect tailored support and consistent relationships to maintain financial wellness. While emerging AI solutions can streamline simpler, more routine processes, customers still seek the human touch during moments of uncertainty. Statista reports trust as a crucial facet of the banking experience. At the same time, J.D. Powers notes that, with rising financial concerns, customers are more likely to open accounts with those who provide advice and guidance.
What does this mean for the contact center?
As the driving force of customer satisfaction and loyalty, agents remain on the frontlines. More than ever, delivering an exceptional journey is a strategic asset that continuously and reliably drives growth—from optimizing worker efficiency to mitigating unforeseen crises.
With a career spanning more than two decades, Cheryl China provides several top insights for leaders looking to transform their customer contact culture. Innovation is key in the realm of finance—and knowing which path to take can make a world of difference.
By downloading this infographic and recording, you'll:
- Access top industry takeaways from a renowned customer contact leader
- Review tangible action steps for producing a positive customer experience
- Get a glimpse into how Citizens Bank nurtures its specialists' skills development
- Learn how to maximize contact center efficiency and build positive customer rapport
