As consumer expectations expand to include an anywhere, anytime, any-device type of mindset, multichannel support and interactive communication features become increasingly important.
Browsing: Customer experience
The lessons learned from the past six months can help us build stronger workforces, better brands and banks that are more resilient for years to come.
New bank office and branch configurations will focus as much on revised business practices as on design changes.
When COVID-19 accelerated customer movement into mobile and online banking solutions, and triggered consumers to push their funds into bank accounts, banks that had made investments in the digital customer experience were positioned to capitalize.
Lessons from sophisticated retail for using physical space to build trust, explain products and solve problems.
Ed Francis talks about how InBank’s technology investments have positioned the company to serve its customers and thrive long-term, even in the midst of the coronavirus pandemic.
Build a mobile-first culture, customize mobile offerings and becoming your customers’ trusted financial adviser.
Regions Financial Corporation CEO John Turner discusses how the bank is positioning itself to thrive and grow in the future—with both talent and technology.
Done right, mystery shopping can be an invaluable tool for tightening up your retail operations, product line, brand promise—even your compliance. So why does the thought of it strike fear and loathing in the hearts of so many bank staff?