Rethink CX: The digital-first customer experience
The advent of smartphones and fast internet has made the rise of digital-only banks possible across ANZ resulting the rise in contactless experience. The ever-changing pandemic scenario has posed some challenges to the companies in the BFSI sector. Majority of the workforce has gone remote and the transition has brought some issues with it. With almost all customers engaging remotely with the financial institutions & banks, there has been an upswing in the number of queries as they have made the move to a self-service model.
Companies are adopting a ‘digital-first’ approach focusing on automating their channels of communication that would ease the interaction between their agents and customers which would also improve operational efficiency.
In this executive roundtable, we will reimagine the BFSI experience with a digital-first approach by discussing the advantages and how you can lead the organization through this change.