Tag: Customer Experience Transformation

Customer habits have been changing over the last decade, with customers expecting frictionless and instant access to their banking needs. Banking customers have prioritized digital self-service via mobile and web over branch or phone banking, with the COVID-19 pandemic only accelerating this trend. Although digital channels are rising in importance, the ability to converge channels […]

The insurance industry is under pressure—rapid advances in technology, demographic and economic shifts, disruptive business models from nimble new competitive entrants, increased customer expectations for frictionless engagement—just to name some of the issues insurers face in today’s environment. A company-wide digital transformation to address and harness these forces has been a top priority of many […]