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28 June 2021

Why Here? Why Now?

Abstract

Once embraced as a uniquely self-service channel, digital has become a primary customer engagement mechanism for self-service and multimodal assisted service. Banks lag other retailers in accommodating their customers’ digital-first expectations and must pivot quickly. A new breed of fit-for-purpose software solutions are ready to meet the need. We show why this is an urgent problem for banks and profile several vendor solution alternatives.