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The acceleration of digital banking provides endless opportunities to empower customers with self-service banking. It has also illuminated the challenges of trying to match the digital experience with the in-person experience that banking customers have come to expect.
To overcome this, financial institutions have made channel-specific investments at different stages of the customer journey aimed at improving the customer experience. The focus on point interactions versus the full journey has created siloed experiences resulting in inconsistency, frustrated users, and an increased cost of service.
In this webinar, Engageware and BAI have a conversation about the key differences between customer experience and customer engagement and how a customer engagement focus builds and grows relationships that translates to loyalty, trust, and retention.
Key takeaways:
- Discover the importance of customer engagement in delivering consistent experiences across all channels
- Learn how a focus on customer engagement improves operational efficiency while also improving quality of service
- See examples of how banks and credit unions are leveraging customer engagement strategies to bridge the digital and human-assisted experience