Business Plan & Market Strategy

Focusing on customer engagement remains high on every retail bank’s agenda. The pandemic has rapidly accelerated the adoption of digital across all aspects of customer engagement, from selling to onboarding to servicing. Early on, with branches shut and banks struggling to cope with call centre volumes, it became obvious how essential digital self-service is, such as being able to request a payment holiday

Of course, the imperative to optimize customer engagement and delivery is not new. Furthermore, by now, most banks know what optimal customer engagement should look like; however, for many, it remains easier said than done.

For example, despite progress, many institutions still have a way to go to deliver effective digital account opening, especially in the US. And while the number of branches are declining around the world, they remain an important channel delivering results. To improve performance of digital channels, banks need to recognise where the customers’ digital interactions could benefit from a human touch and to equip customer-facing staff with the right tools

Project Information