Digital Transformation: Improving Customer Experience (CX) by Empowering the Workforce
Over the past few years we have been hearing the terminology “Digital Transformation” but what does it mean and why does it have so many associations?
Banks like in most other business, the customers are now more demanding than ever. With the rise of smartphones, Amazon’s Alexa, Social Media, and the growth of self-service options both online and at ATMs, there’s now an expectation that consumers should be able to complete major banking activities whenever and however they want. Banks are now under pressure to improve and offer more channels. But in today’s environment, simply having an online banking solution or self-service options in the contact center is not enough, and this is where banks that have not yet fully embraced OmniChannel need to do so.