As banks continue to navigate the new normal of rising customer expectations with the need for innovative digital solutions, there is still a lot of learning to be had. Customer engagement at banks has evolved from multi-channel to a more holistic and seamless omnichannel strategy, but what happens when banks aren’t seeing the results from these tools and investments?
Lack of consistency and friction across channels can lead customers to frustration and disengagement. How can banks effectively break through the noise of so many channels today while also being mindful of customer preferences and needs?
Jonas Ng, COO at Laurel Road and BAI’s Holly Hughes discuss Jonas' experience with engagement in banking and how he has leveraged a new kind of digital channel that maximizes the best of omnichannel in one place to drive more outcomes and satisfaction.
