Summary
How can banks and credit unions balance between low value but necessary transactions and high value advisory solutions, and delivering those activities in the “channel of comfort” for the individual clients?
Customers want to spend their limited time on people and experiences they find valuable. Inefficient processes often leave consumers feeling as though they are not being prioritized but rather digit in line for their turn. As a financial institution, it is important to demonstrate your value for them by personalizing your engagements to humanize your interactions.
Key Takeaways
- Importance of personalization in humanizing banking
- Understanding when to automate and when to humanize interactions
- Creating engagements opportunities that customers want
- The risk of not measuring and monitoring interactions