ON-DEMAND WEBINAR
Efficiency. Cost reduction. More revenue growth. AI demands.
These mission-critical objectives have led financial institutions to increasingly embrace self-service channels and integrate AI technology into the fold to deal with customers.
But a significant question is now emerging among bank leadership: Are these AI initiatives actually hindering revenue growth, and losing on the human-touch CX they’re meant to improve?
Watch Katherine Regnier, CEO at Coconut Software, joined by special guest Alyson Clarke, Principal Analyst at Forrester, discuss how FIs are pushing self-serve and AI to help drive costs down—but may have forgotten a critical piece to revenue growth and CX: Building customer relationships in the moments that matter.
Key Takeaways
In-person interactions continue to matter. They’re still where meaningful and ROI-rich conversations happen. That’s why these in-branch moments need to be done right the first time.
A hybrid experience is critical to loyalty, stickiness, and less price sensitivity.
The higher the level of trust, the greater the impact on your bottom line. Customers are more likely to pay a premium, increase their share of wallet, advocate for your FI, and more.
While good for reducing repetitive admin tasks, AI must be used in smarter ways to help power all-important client relationships.
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“If you want to drive relationships and higher-value customers, and deepen the share of wallets, with more complex needs and greater products—the human element is important.”
Alyson Clarke, Principal Analyst at Forrester