The banking industry continues to invest heavily in online and mobile banking delivery, setting an experience standard that can’t be met in most physical branches.
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When expectations for speed and intuitive service delivery have been set on a digital platform and these same expectations are not met in the physical branch environment, it creates an experience gap that decreases customer satisfaction. To bridge this disconnect, banks should focus on implementing banking platforms that span both self-service and assisted channels and leave their unwieldy legacy systems behind. Only then can employees focus on what really matters: the customer.
Category: Curated Content, Financial Services, Legacy