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Our team – Ireneusz Liberacki, Mateusz Wierzbiński, Małgorzata Bąk, Michał Pomykała, Wojciech Pióro, and Alberto Pereira – spent their recent trip to Canada discussing how to meet the needs of diverse customer segments across different business scenarios and within the context of branch requirements. Let’s bring together their observations on how customer expectations in North America differ from those seen in Europe, as well as how bank branches in Canada operate today and the role they play in the modern banking landscape.
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Unlocking the Future of Banking: Insights from the FTB and Ailleron Technological Breakfast
Explore some insights from FTB and Ailleron Technological Breakfast. Delve with us into the evolving landscape of Polish bank branches, discuss the role of technology, and highlight the importance of customer-centric solutions. Discover how modernization is enhancing competitiveness, customer satisfaction, and operational efficiency in the banking sector. Gain valuable insights into the critical aspects of […]
LiveBank Cloud took just 4 weeks to implement!ING customers can now take advantage of remote service thanks to the cooperation of ING Bank Śląski with LiveBank Cloud. It is a very fruitful cooperation, we have the pleasure not only to implement the product, but also to conduct post-implementation workshops with the bank's employees. Read about the details below.
A Roadmap for Building a Customer Engagement CenterHow to add new value for digital customers?Almost all banks have encouraged customers to shift transacting from branches to the digital world. Although not all adaptation attempts were successful, they achieved the goal. Customers check their account balances and make transactions and payments in web banking and mobile applications. So how can we add new value for these customers, based on digital roots?
How banks manage to sell complex financial products remotelyElectronic banking has moved most transactional operations into digital channels. The benefits for the customer are better access to their finances and time savings. For banks, the benefits are the cost savings - the number of bank branches closed in the past decade is 82,000. The remaining branches focus on servicing more complex products, such as mortgage loans or investment products. Are we, therefore, on the brink of a revolution in social communication, in which we no longer require the other person to make time for us to speak with them?
Asynchronous Communication: The Key to Servicing Modern Customers
Mobile phones have become the norm, and individuals are accustomed to conversing with others using social messengers such as WhatsApp, Facebook Messenger, and others. As a result, asynchronous communication is becoming increasingly prevalent. However, this comes at the expense of other ways of communication, such as regular phone conversations and emails.Are we, therefore, on the brink of a revolution in social communication, in which we no longer require the other person to make time for us to speak with them?
Human Support vs. AI Bots in Customer Service
The number of AI-driven solutions helping organisations improve customer communications grows every year. Sending specific queries to a bot helps customer service centres increase their efficiency. In addition, customer behaviour and expectations are changing regarding customer service.