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Optimizing the In-Person Customer Experience

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25 January 2019

Eight Solutions Every Bank Should Consider

Key research questions

  • What is the opportunity for optimizing the in-person customer experience in retail banking?
  • What are some established and emerging solutions for optimizing in-person customer engagement?
  • Why have so few banks invested in these tools?

Abstract

Banks say CX is important, but the significant majority of US banks aren’t utilizing established solutions designed to optimize the in-person CX.

Even as transactions continue their migration to digital unabated, banking customers continue to value in-person engagement. Optimizing those experiences should be a high priority — but doesn’t appear to be, if sparse adoption of fit-for-purpose solutions is any indication.