james anderson

James A. Anderson
Sep 16, 2020

The pandemic will likely accelerate broad changes in customer service that was already underway.

AI-powered coach bots offer the potential to exceed customer expectations and help financial institutions expand market share.

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Individual bank associates can help with trust-building by using their knowledge and networks to widen access to financial services.

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Understanding preferences and clues of each cohort can be an asset in developing effective strategies that meet customer needs.

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As banks adopt more advanced technologies, they need employees who can work alongside machines with creativity and the ability to solve problems.

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Here are the steps to help mitigate the loss of customers who no longer work near branches they originally chose based on their office location.

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Smarter digital identity verification practices can allow for easy and secure account openings when face-to-face isn’t possible.

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The move away from a phone-first approach calls for more training to handle complex issues and create more job satisfaction for representatives.

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They’re determined to take the necessary steps to keep their market positions by serving their customers’ needs in the “non-normal.”

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In today’s fiercely competitive financial marketplace, you need an edge that puts your customers’ experience at the center of everything you do.

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