Maintaining the Human Touch in Banking: Navigating the Balance Between Automation and Connectivity
As digital usage skyrockets in the banking industry, consumers' demands for personalized experiences are also increasing. But how can banks strike the right balance between automation and human connectivity to meet these evolving needs?
The challenge is real: different generations seek different banking experiences, with some preferring high-touch interactions and others opting for technology-first approaches. However, the solution lies in effective training that blends digital interactions and relationship development to deliver excellent customer service, as well as harnessing consumer information to provide personalized features.
In Attensi's latest whitepaper, 'Retail Banking: Winning in a Complex Regulated Environment,' Huw Newton-Hill delves into the key challenges and trends facing the industry and offers insights on how banks can maintain a sense of human connectivity even as automation ramps up.