CASHING IN
WHY BANKS SHOULD CONSIDER INVESTING IN DIGITAL CUSTOMER ENGAGEMENT SERVICES
Every industry has had to respond to increased demand for positive customer experiences and banking is no different . Here , Mathias Holzinger , GM TeamViewer Austria , outlines how the banking sector has adapted to this increased need for strong customer service , as well as the key elements required of a digital engagement platform .
Why is customer experience so important for organisations today ?
Customer experience is vital for organisations as it helps retain existing customers and attract new ones looking to move their business elsewhere . In addition , a good customer experience turns a customer into a fan , spreading the message about your business and recommending you to others . According to research , customers are willing to pay a premium for a great customer experience and convenience .
How has the banking sector adapted to this increased need for strong customer service ?
Banks worldwide are currently reducing the number of branches . In Europe , a quarter of the 165,000 bank branches that presently exist will be closed in the next three years – which is around 40,000 branches . Banks are a traditional or conservative industry that must adapt and introduce strong customer service capability . Other industries are already
www . intelligentfin . tech
29