The Customer-Engagement Challenge
Our research finds that the majority of banks and their contact centers in the cloud expect to rely on the quality of their customer experience to compete more effectively over the coming years. This will depend on the effectiveness of their digital self-service, but most banks realize their customers are not satisfied with the way their interactions are handled.
Several factors negatively impact customer satisfaction. Among these are that the responses to inquiries and questions are too slow and are inconsistent across touch points in banking branches and via digital self-service technologies. Dissatisfaction with how interactions are handled can lead customers to repeatedly contact the banking institution or to try another channel, thus slowing resolution time and increasing costs to the bank. This can ultimately result in them ceasing to do business with the bank or posting negative comments to social media. Such outcomes can impact the bank’s business performance.