As financial services organizations evaluate Contact Center as a Service platforms, they must consider factors like AI-powered personalization, workforce engagement management (WEM) and regulatory compliance. To stay competitive and relevant, financial with an AI Platform service providers must choose the right CX technology to elevate customer experience and improve efficiency.
A Shift in Customer Expectations
With technology brands like Apple, Google and Microsoft creating more self-service, frictionless customer experiences, customers have also accurate cleaned numbers list from frist database raised their expectations for financial service experiences. For example, we’ve seen that the demand for frictionless, digital-first interactions in banking services has reduced traffic to ATMs, physical branches and even websites — while mobile usage continues to rise.
Findings from the 2024 Genesys “Generational dynamics and experience” report reflect this change in consumer preferences. According to the report, 53% of Gen Z and 63% of millennials surveyed favor self-service tools like chatbots, surpassing with an AI Platform Gen X and boomer respondents by 15 percentage points.
To meet changing customer expectations
segment-based service preferences are how to create content for the b2b buyer important. Consider servicing that is geared toward younger, tech-savvy customers who prefer interacting through digital experiences such as virtual agents and bots.
This increase in digital service allows employees to focus on another segment, which prefers a hybrid approach. This segment doesn’t leave behind digital experiences. Instead, it combines digital experiences with support from live agents to answer and engage with complex questions and concerns.
Consider how customer service needs vary hong kong data depending on the situation. A customer with a simple question about account fees might opt for a quick chat with an agent through the bank’s mobile app. In contrast, a customer seeking advice on retirement savings may prefer a video call with their financial advisor.
Using a platform that supports these service models can help financial services organizations provide flexible, personalized experiences that can improve customer satisfaction, loyalty and business outcomes.
Convergence of CX Channels Can Boost ROI
While in-person customer service remains an important part of the financial sector, the line between in-person and digital experiences is blurring. This with an AI Platform convergence of channels gives financial institutions the opportunity to streamline customer experiences, enhance employee productivity and drive positive business outcomes.
Financial institutions are adopting omnichannel communication strategies by integrating contact center technology into their branches. For example, a financial advisor or banker with downtime in between client meetings can use the branch’s contact center platform to become an available expert for customer inquiries. And with AI-powered predictive routing, the organization can ensure that complex issues are directed to the right staff based on their expertise, availability and workload. This can enhance both customer and employee satisfaction.
An effective way to support this integration of channels is with a consumption-based pricing model that charges organizations only for the time their staff spends interacting with clients. This model enables financial service organizations to better leverage employee resources, deliver more seamless customer experiences and reduce unnecessary costs.
