Self-Service Should Never Mean "You're on Your Own"

The digitization of financial services is often seen as a shift toward self-service — empowering customers to do more themselves, with no involvement or interference from bank employees. While this is true to an extent, self-service should never result in customers being left on their own. In an increasingly fractured financial ecosystem, the challenge for customers is not asserting control over their financial decisions, but rather managing the resulting complexity of those decisions. This session will review emerging best practices for creating intelligent engagement capabilities that help customers manage their financial lives in an increasingly digital, self-service world.