F E A T U R E
F E A T U R E
In today’ s financial services sector, customer engagement is undergoing a decisive shift: contact volumes are rising, expectations are higher than ever and the appetite for seamless omnichannel service continues to grow.
Yet many institutions remain bound by legacy systems and constrained budgets. Traditional levers of cost reduction – like offshoring, process optimisation and channel deflection – have largely been exhausted. The result? Longer waiting times, slipping customer satisfaction and overwhelmed agents. C-level leaders are now asking: What can we do differently?
The answer lies in rebalancing priorities. Financial institutions must stop treating cost, compliance and customer experience as competing priorities. Instead, they should align people, technology and data around a unified engagement strategy. Based on extensive work with global financial institutions, AnywhereNow has identified several strategic investments that will shape the next generation of customer engagement.
Digital dexterity is a prerequisite
Every great transformation starts with people. Despite billions invested in Digital Transformation, too many institutions neglect the capabilities of the very employees tasked with driving it forward. Digital dexterity – the ability for frontline teams to fluidly adopt and use digital tools – is essential in a hybrid and remote-first world.
But digital dexterity goes far beyond handing agents a laptop and VPN access. It requires providing a unified, intuitive technology www. intelligentfin. tech
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