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.

 

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access