A study of 72 top US financial institutions reveals a majority of banks, insurance companies and investment firms overlook their customer self-service Web site as a low-cost, effective channel to improve customer service and retention. The study, commissioned by IBM and KANA Software, Inc., comes at a time when financial institutions are looking for new ways to improve the customer experience for established customers and a growing population of younger customers that increasingly interact with businesses through e-mail, chat and the Web.
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