The future of finance is balance–a combination of both the digital and the human element to create a cohesive ecosystem that connects people to solutions that are customized to suit their needs. As McKinsey puts it, physical channels are evolving to become the bank’s brand ambassadors, focused on “truly complex, empathy-centric” situations while digital is providing the immediacy, the value and the real-time visibility that customers need. According to the Accenture Banking Consumer Study this is a critical step at a time when customer connections are weakening and people feel disconnected from their finance institutions. If banks work on solutions that allow them to create more meaningful personal relationships, then, says the survey, they could potentially increase revenue by up to 20%. This is reflected in the fact that only 23% of customers rate their bank highly when it comes to products and services, and only 30% believe that the customer service they receive is excellent. The relationship between bank and customer is growing colder by the digital day. Digital channels may be quick and efficient. They may be remarkable and in real-time. But they are distanced and impersonal and run the risk of increasing customer friction and frustration […]
Click here to view original web page at www.forbesafrica.com
