Why financial services partners should care about customer communications

And how to meet their clients’ needs and expectations

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Consumer preference for digital channels is on the rise Among the many pressures businesses face today, three strongly impact customer communication:

  1. Consumers expect to communicate with businesses whenever and however they want. In banking, for instance, the number of consumer touchpoints is growing, and in most cases they will be digital. A recent Accenture report on Global Banking trends shows the growth of digital channels being used by consumers.
  2. Given the never-ending search for operational efficiencies, businesses need a way to conduct these individualized dialogues at immense scale without adding to contact center headcount or other operational costs.
  3. Many businesses still have an insights-to-action gap when it comes to implementing data-driven customer lifecycle decisions. They risk being left behind as competitors turn intelligent omnichannel communication into a vehicle for hyper-personalized customer experience. To continually reach for this rising “minimum bar,” they’ll need more granular insights from advanced analytics and the ability to rapidly operationalize these through interactive communication.
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