The speed of innovation and transformation has been truly accelerated over the past few months, forcing businesses to rethink how they deliver customer service in an ever-changing world. For many financial service organisations, this can mean a complete reorientation around new channels, products, and services. With a responsibility to society, the industry is being asked to go above and beyond for customers, reiterating the importance of a seamless, personalised, and efficient customer experience.
At the same time, customers increasingly expect businesses to know their history, context and their current need and expect engagement to be personal, relevant, timely and consistent, irrespective of the channel used. This raises disparate data challenges for many businesses and needs capabilities in place to understand their customer behaviours, on and off their owned digital properties, in real-time and to orchestrate the engagement seamlessly across channels, while managing eligibility and saturation across the various marketing, sales, commerce and service touchpoints. So, how do you get there?
Join Salesforce and a select group of your industry peers as we discuss how to overcome any disruption and create personalized, seamless customer journeys for every customer, on every channel, every time.