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Why digital appointment booking will be commonplace in three years

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Celent have reviewed this profile and believe it to be accurate.
2015/09/15

コメント

  • Hi Bob,

    This is a good way to stream line the branch visits especially in country like India. Branches do play a important role in the entire omni-channel customer experience, but in todays digital banking experience where we are planning to reduce the physical branch presence do you think that banks would be ready to take this kind of digital technology ?

  • Thanks for your comment, Shree. I do think so! In fact, Celent will be publishing a report shortly that looks into best practices among digital appointment booking early-movers and what results they have achieved. Not every customer will want or need to make appointments for branch sales and service conversations. Those that do, however, will likely be greeted more promptly by staff already acquainted with them and their needs. The experience will be superior for both the bank and its customer. Customer satisfaction and sales results bear this out.