The ongoing seismic shift toward digital technologies poses significant challenges for retail banks and credit unions. Financial institutions are accustomed to interacting with consumers in brick-and-mortar branch environments. These days, they must adapt to a new generation of consumers who manage their banking relationships in a mobile-first world. To cultivate strong relationships with consumers, retail banking providers must find new ways to deliver a positive experience.
But how do financial institutions deliver superior customer service when engagement is almost purely digital, and they no longer have an opportunity to “meet” the customer in-person?
https://thefinancialbrand.com/76468/customer-experience-digital-banking-consumers/
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