Two key trends are driving the evolution of the customer experience delivered by financial services brands. The first is the rise of agile new rivals, which is increasing competition and disrupting traditional banking models. Often these new players base their whole business model on offering a personalised, responsive customer experience. Secondly, digital channels are growing fast, with more and more…
Delivering the right customer experience has always been vital in banking and financial services. This has intensified as the sector has shifted from face-to-face branch interactions to the phone and through digital channels. As customer service needs change, how are banks responding? The 2022 ContactBabel UK Contact Centre Vertical Markets: Finance report provides the answers. Sponsored by Enghouse Interactive, it…
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