Learnings from the Next Wave of Digital: Human Customer Engagement
August 1st, 2020
The COVID-19 pandemic has accelerated the pace of digitalization by 5-10 years and changed consumer perceptions. Over the past 5 months the banking industry has experienced:
- 20% increase in digital banking use
- 25% fewer branches
- 20 min average hold times on customer service calls
- 90% customers not comfortable with going to the branch
- 22% very likely to change bank
- Age no longer differentiator for digital banking preferences
This acceleration has accentuated the need for personal banking relationships. Consumers are still looking for help with financial goals (48%), are very interested in receiving advice from their primary bank (37%), and will act on advice from their FI (58%).
Agent IQ is proud to have partnered with a leading $9B asset bank in the Midwest in their quest to deliver the personal guidance and advice desired by their customers. Not only was the bank able to launch the service within 4 weeks, but also gained a deep understanding of what their customers are looking for during this time of unprecedented uncertainty.
Capitalize from the learnings of this innovation leader to gain insight into what customers are looking for, and how to deliver a truly transformational digital service within weeks.
Download the case study here.