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The disconnect between customer service and customer expectations
86% of mid-tier financial institutions rate improving the digital experience as their top strategic priority for 2021. Banks and credit must invest in the digital customer experience to meet customers changing behaviors and preferences.
However, research reveals that 70% of banking customers start with online self-service support but it’s not working for 87% of them. So, where do digital-first strategies go wrong? The hidden support and opportunity costs will surprise you.
Download this eBook to learn the hidden costs and impact of your digital customer service strategy.