Intelligent CXO Issue 15 | Page 15

TECH TRENDS
Customers need and expect professional help and customer service from a bank ; they want the bank to be there for them .
What are the consequences for banks that don ' t invest in digital customer engagement services ?
Research shows that bad experiences or not stateof-the-art experiences drive customers away . Unfortunately , this is happening a lot faster than banks might imagine . At the end of the day , banks that don ’ t invest in digital customer engagement services will lose their competitive advantage in the market , eventually losing their customers .
What are some of the key elements required in a digital engagement platform ? collaboration capabilities to review or fill out a contract together .
Additionally , e-signature capabilities are required to have a case-closing conversation and sign a contract during a video interaction . Another example is automation with AI to automate routine questions in a chat , routing incoming workload from the chat and distributing it among team members and appointment scheduling .
How do you ensure customer trust ?
The essential element here is customisability . Banks want to provide a trusted experience , especially those with a strong brand .
A GOOD CUSTOMER EXPERIENCE TURNS A CUSTOMER INTO A FAN .
Firstly , engagement can happen in different ways and in different scenarios . For example , the scenario can include conducting voice and video calls or chat and text-based communication . Different ways of collaboration are needed for each situation . For instance , co-browsing to simplify access to the right form or document
It is important to make sure that it feels like the customer is talking to the brand and not merely feeling that their personal communication is going to some other channel with someone else listening in . Customisability is critical in ensuring that the customer journey looks like the overall brand .
www . intelligentcxo . com
15