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Banking CX learnings from 2020 and trends for 2021
The pandemic has drastically changed the way costumers interact and transact, with uptake in the adoption of online channels and digital and mobile banking.
This has led to 360 degrees change in customer behaviors, expectations and idea of service delivery causing a lot of organisations including the banking sector to upgrade and optimize their digital systems and online service platforms to meet up changing customers demand in this new normal.
As we enter the post-pandemic era, with increased possibility of a digital-only banks becoming a reality, bank’s ability to satisfy customers in the digital space and deliver best-in-class customer experience will be the defining factor that separates winners from losers in a highly competitive financial sector.
The verdict is clear – go digital or go bust. However, with decreasing margins and shrinking working capital, it’s easier said than done – unless you get your priorities for 2021 right. We’ve got some help.
Join the best minds in banking in this virtual boardroom as they dissect the year gone by and prescribe your customer service roadmap for 2021.