Mr.Bank

Forging a More Powerful Customer Experience

Are you truly creating a customer experience culture that nurtures, builds trust, personalizes and exceeds expectations? Maybe not. After all, it is a tall order for banks and credit unions, these days. Customers are demanding more from their financial services of choice, and are quick to move on if they aren’t getting the satisfaction they deserve.

In today’s banking market, customer experience is a rough landscape for financial institutions to navigate with all of the requirements of the digital transformation era. So, what can be done when customer experience challenges are escalating every day? It’s really quite simple.

In an industry favorite on-demand recording of a Fintech Roundtable Discussion, five panelists discuss and debate the mission-critical shift credit unions and banks are making to cloud-based phone and contact center solutions in order to maximize customer-facing IT investments, while driving growth in new and underpenetrated markets via a better-integrated customer experience.

The customer-focused discussion addresses and solves for major strategic IT challenges including improving the digital customer experience, enhancing data analytics capabilities, increasing return on investment of existing technology applications, meeting regulatory and compliance requirements, as well as reducing operating costs, enhancing data security and improving overall business operations.

Yes, it’s a lot to take on. But these critical challenges require immediate resolution in order to successfully achieve a truly customer-centric banking culture that drives growth – an absolute necessity in today’s banking market.

So, let’s dive deeper into the key points discussed during the Roundtable, as it’s critical for banks and credit unions to address the shift in the financial services industry before it is too late.

Multimedia Customer Engagement + Cloud Contact Center

Telephony is no longer enough for banks and credit unions. Customers have grown accustomed to experiencing a 100% on-demand, digital customer experience across almost all facets of their daily routine, and they require the same from their banking experience.

Financial institutions are facing the heat from the digital transformation that is sweeping the banking industry. Customers are demanding a faster, more effective banking experience from anywhere, at any time, and on any device, and guess what? They’re picky about exactly how they receive their services from a financial institution, too.

Customers want a multimedia customer engagement experience. An all-inclusive, one stop ticket to their service of choice, on any channel they demand.

Phone, email, SMS web chat, self-service options, social media, you name it. Customers want it all, and financial institutions much oblige. If not, and especially as digital transformation continues to evolve forcing banks and credit unions to dive deeper into modern communications technology, customers will take their business elsewhere. It’s already started.

A truly impactful customer experience is at the heart of every successful financial institution and as we stand at the precipice of innovative communications technology, there is no excuse.

So what exactly is, Multimedia Customer Engagement? It’s the concept that ensures financial institutions become customer-centric and respond more powerfully to modern customer communication demands.

Made possible with a Multimedia Contact Center Solution, smart banks and credit unions are leveraging every major channel a customer could potentially want to communicate on. Literally putting customers in the driver seat of their own banking experience and giving them the power to be serviced on their media channel of choice. Whether they are in the car, at work, at home or at a baseball game, customers have the ability to choose between SMS, email, web chat, voice, self-service options or social media in order to get their banking needs met.


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