The global transition to digital technologies has unleashed brand new possibilities. There is now an elementary need for well-developed digital channels and best-in-class banking customer experiences. In times when almost everything is digitally accessible, it is not enough for technology to stand out in a sea of other solutions. Customer experience is what differentiates successful digital financial services from failures.
The key to success is integrating customer-centric thinking throughout the organisation to ensure that financial solutions match user needs and expectations. Undoubtedly the future of banking customer service is digital but there needs to be a harmony between technology and the human touch – something providers need to continuously monitor and re-assess.
On the panel were: