By pairing data from the recently published BAI Retail Banking Outlook survey, and Harland Clarke’s personal data from years servicing the financial industry, we’ve compiled the following 5 trends to be aware of in 2017. Is your financial institution (and contact center) sufficiently prepared? Read on.
We don’t believe you should think of brick and mortar locations and your institution’s digital presence as adversaries. In order to win in today’s era of customer engagement, online and offline locations need to work in tandem – seamlessly.
The other large misconception is that a conversion is temporary. While this may be true – in theory – the effects of a bad or mishandled conversion can last far longer than the conversion itself.