Evolving the Banking Consumer Journey: Providing an Experience to Exceed Expectations

By Boyd Blanton, VP, Global Account Management

According to Javelin research, 55% of banking customers polled say online banking is the factor that motivates them the most to stay with a bank. In fact, banks can find growth by focusing on consumer experience from the Engage to the Retain stage in the customer journey —with a need to design, digitize, and measure experience through the prism of a 360-degree view of the customers.

From the Engage to the Retain stage of the customer journey, BPOs can provide banks with the tools and analytics needed to create and maintain customers for life.

Read the full article published in Contact Centre World