Despite all the advancement in the technology, many customers still endure bad experiences every day: wrong information, clueless customer service and a sense that their business isn’t valued.
While four out of five people believe technology will make their lives easier, some tools being adopted by the finance industry are yet to win consumers’ trust.
Personalization leaders stand to capture a disproportionate share of profits while slow movers will lose customers, share and profits, says Mark Abraham.
After the failure of IVR and outsourcing to low-cost locations, companies are looking at artificial intelligence-based VCAs to manage the service desk.
