8 CX Trends For Digital Banking

By: Ravi JAIN

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1

Live Assistance

⦿  Understanding the banking customer journey. ⦿  Live Chat helps banks discover common queries.

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2

Hyper-Personalization

⦿  Need to map past interactions. ⦿  Adopting ML and Conversational AI

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3

Unified Desktop Experience for Agents

⦿  Agents communicate & collect accurate insights. ⦿  Adopted an intuitive, unified desktop.

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4

Chatbot

⦿  Chatbots are available to assist in real-time. ⦿  Handle multilingual conversations in different time zones.

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5

Big Data and Analytics

⦿  Mapping customers' journeys is essential. ⦿  Understanding of customers and their requirements.

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6

Omnichannel CX

⦿  Customers prefer multiple channels & platforms. ⦿  Ensures real-time data synchronization.

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7

Identity Verification

⦿  Gauge the customers interacting digitally. ⦿  Deploy biometric-based security solutions.

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8

Superior CX with Security 

⦿  Banks protect customers' sensitive information. ⦿  Deploy encryption to enhance the security level.

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