CX Strategies to Humanize Banking in the Digital Age

Premiered: November 15, 2022
Length: 59 minutes

The best financial brands of the future will seamlessly harmonize digital and human to create differentiated brand experiences. But how do we get there? Can a bank be digital-first without sacrificing the human connection that many customers still value? What interactions can be completely digital, and when do employees need to personally engage with customers? Where do touchpoints like live chat, video conferencing, and contact centers fit into the CX strategy?

This session will show you how to balance the use of digital tools and human engagement to reduce friction, personalize experiences, and simplify the customer journey. You’ll learn how to strike the right strategic balance between ‘high tech’ digital experiences and ‘high touch’ interactions by combining the strength of humans with the power of technology.

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