The speed of innovation and transformation has truly accelerated over the past few months. It is 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. Digital connects the bank to the customer. But how can you embrace the shift to digital and a new omni-channel environment?
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. However, as the pandemic continues to disrupt the financial services industry, businesses need to figure out how to stabilise and prepare for the new normal. They also need to support and empower remote employees and lead with empathy, authenticity, and agility. But how?
Join Salesforce and a select group of leaders within financial services to discuss how to adapt to the myriad of changes in customer behaviours and priorities, prepare for the contact centre of the future, and go beyond expectations.