Recent global events, such as the COVID-19 pandemic, have significantly changed how customers interact with financial institutions, and how contact center employees engage with their employers. Customers want speed and simplicity, while employees want continuous training and development opportunities. In the era of The Great Resignation and rising competition from digital banks, contact center excellence requires cross-channel functionalities to increasing customer acquisition and retention, while improving employee morale.
Executing a “digital-first” approach requires financial institutions to evaluate their operating models and rethink how they service clients. Putting thoughtful customer journey mapping at the forefront of this approach, customer experience centers (CX centers) mark the return to relationship banking with personalized solutions and interactions.
In this four-part series, we will walk through the changing digital landscape in the financial services industry and explore how organizations can adopt a dynamic customer servicing model by leveraging the right technologies and operating model.