Digital technology is redefining how customers expect to
interact with their banks. And banks are working to transform
themselves to catch up and meet market expectations with innovative
and engaging interactions and products. But why go through such a
Although customers embrace digital channels at different levels,
they all want consistent, seamless omni-channel banking experiences
whether they are retail, small business or corporate. Yes, customer
expectations are higher than ever and they want simplicity
regardless of the channels they use. Yet, they also demand
personalization and convenience.
So how can banks gear themselves up to meet offer rich and
engaging experiences across all customer touch points? Here are a
Banks often struggle with different systems in place to manage
different touch points. They also want better insights about
customers and stronger customer-centricity across the bank's value
chain. But, how is this achievable?
By implementing a unified CRM platform based on Dynamics 365 as
an end-to-end omni-channel solution, banks can eliminate boundaries
between digital and assisted channels. It's a great way to deliver
unified communications through one single platform and bring out
the bank's fullest potential.
Digital technology has empowered customers to expect what they
want delivered whenever they want. And while "always-connected"
millennials demand more and more digital experiences, many
customers still appreciate face-to-face contact for their banking
The best way for banks to respond to these changes in the
digital era is to engage with their customers through their
preferred channels at the right time. Whether it’s branch, online,
mobile, contact center, or virtual assistant, they need to be able
to unite all the journeys to offer frictionless customer services.
Let's not forget that adopting new technologies including Alexa,
Siri, MS Luis and wearable banking is also a huge plus!