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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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The Role of Video Banking in Customer Experience
Video banking is a form of communication between financial service providers and clients using video technology. Typically, it refers to video calls conducted via a dedicated banking platform, a bank’s mobile app, a kiosk, or an interactive teller machine. What role does it play nowadays? Find out in this article!
Benefits of Virtual Branches in BankingWhat are the benefits of virtual branches in digital banking? Well, they make customer service more accessible, reduce overall costs, enhance internal communication and productivity, plus they might even… increase conversion rates. How is all of this possible, and are there any other perks? Find it out in this article. The Top 5 Benefits of […]
Key Digital Banking KPIs to Become Truly Customer-CentricAs a bank, you can use multiple KPIs to measure the effectiveness of your teams and the performance of your procedures. Yet, they are not all equally important—some are much better indicators than others. In this article, we take a look at those that matter the most regarding customer service and customer experience. Which digital banking KPIs should you focus on? Find it out!
How does Co-Browsing work? Use cases and examplesCo-browsing helps remote customer service agents solve customers’ issues effectively. It’s slightly similar to screen sharing, though there is one major difference—in co-browsing, both the client and the agent are in control and can interact with the application or browser. Do you want to learn more? Then, keep reading!
Today’s Wealth Management Client Experience ExpectationsThe client expectations regarding wealth management are much different nowadays than they were just a few years ago. It all goes down to the fact that the industry is currently undergoing the Great Wealth Transfer—the transition of assets from Baby Boomers to Gen X, Millennials, and, to a lesser extent, Gen Z. So, what are today’s expectations and how to manage them? Read this article to find out more about it.
Training and Empowering Your Remote Sales Team in BankingThe era of the COVID-19 pandemic has strengthened the trends that were already growing on us, like remote work. However, it also affected the clients, many of whom already preferred digital channels and then switched to them completely. This called for the creation of remote sales teams in many industries, including banking. But how do […]