Good customer service is becoming increasingly complex – and FIs know it
As it is now, users want more personalized, digital-first services. And for the garden of FIs still struggling to cut through outdated daisies and legacy lilies, that presents a challenge.
But companies are putting their money where their shears are. And that’s being reflected in the investments they’re making. 82% of financial institutions say they’re doing some serious investing in online and mobile banking, for example – according to a recent report by TrendWatch. Other noticeably high investing categories include technology in general (76%) and contact center recruiting & hiring for banks with call center staffing issues (67%).
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