In today's banking world, the scale of disruption and expectation for innovation is unprecedented. Digital is changing the way consumers interact with their banks, and rising customer expectations are driving that change. As discussed in a recent webinar on this subject, advances in technology and analytics have led to a much improved customer-experience framework.
Coupled with these changes is an increased appetite for partnering within the client-vendor fintech ecosystem. These partnerships have given rise to a proliferation of data, along with better artificial intelligence (AI) and machine learning (ML). In turn, this has produced stronger software-rendering technology with the advent of intelligent assistants. Digital is changing the ways channels are laid out, too.
All of this begs the questions: How do you create a seamless customer experience in this hyper-connected world? And how do you make the most of the proliferation of data to ensure that experience is the best it can be?
While consumers want digital experiences and their xpectations are increasing, at the same time, survey after survey shows that they still value the interactions they have with humans in branches and contact centers. So the challenge is working out how we can deliver digital without forgetting the human part of the equation. Here are five ways to bridge this human-digital divide.