Retail Banks are Well-Equipping their Workforce to Rethink Customer Experience
To improve customer experience, retail banks need to collaborate with a fully-equipped workforce, driven by advanced technologies.
FREMONT CA: A global consumer banking survey of 55,000 consumers reveals that retail banks must rethink their approach to consumer relationships. Significant customer experience across all channels is essential to meet consumer expectations and building a successful business. Customers expect the business models to create a seamless experience, meaning financial service landscape is fast changing, and bank workforce need to change with it.
Check out: Top Retail Banking Companies
Building a secure, robust wireless infrastructure across the brand network can be a significant asset that is necessary to engage with customers inside the branches through their mobile devices and applications. To this end, financial firms must tap into the full capabilities of new technologies. Banks must also digitize their processes involving complex financial transactions to make it frictionless and faster than ever for customers. This will be a smart move for customers to engage with bank professionals.
Employing technology also means staying on top of security standards to protect sensitive data. To deliver personalized services, banks need customer data, but only with concerns about how to engage with customers because obtaining personal information is a top responsibility. For financial institutions, customer trust stand top of priority for changing the dynamics of customer engagement.
Success in customer engagement also requires the workforce to understand new technology. Training and webinars can be provided as technology training solutions. Smart organizations are making initiatives too, backup these progressive training methods to relay the importance of these training to their teams. Regardless of the modes of delivery, it is critical that financial firms ensure the workforce is appropriately trained in the technical and soft skills required to deal with customers at the retail branch.
Financial institutions across the world are making investments in changing the nature of engagement inside the branch, physically and digitally. These efforts are resulting in more efficient practices that are capable of delighting their customers consistently.
By Leni Kaufman, VP & CIO, Newport News Shipbuilding
By George Evans, CIO, Singing River Health System
By John Kamin, EVP and CIO, Old National Bancorp
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
By Gregory Morrison, SVP & CIO, Cox Enterprises
By Alberto Ruocco, CIO, American Electric Power
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
By Sergey Cherkasov, CIO, PhosAgro
By Pascal Becotte, MD-Global Supply Chain Practice for the...
By Stephen Caulfield, Executive Director, Global Field...
By Shamim Mohammad, SVP & CIO, CarMax
By Ronald Seymore, Managing Director, Enterprise Performance...
By Brad Bodell, SVP and CIO, CNO Financial Group, Inc.
By Jim Whitehurst, CEO, Red Hat
By Clark Golestani, EVP and CIO, Merck
By Scott Craig, Vice President of Product Marketing, Lexmark...
By Dave Kipe, SVP, Global Operations, Scholastic Inc.
By Meerah Rajavel, CIO, Forcepoint
By Amit Bahree, Executive, Global Technology and Innovation,...
By Greg Tacchetti, CIO, State Auto Insurance