Digital transformation has caused a shift in customer expectations. Customers no longer compare their experience with their latest banking interaction, but rather with their last good customer experience.
By 2020, it is estimated that there will be more than 80 billion connected devices. With this rapid digital transformation, customers will expect to interact with their financial institutions on their device of choice to receive a seamless and personal experience. Yet, according to a recent Frost & Sullivan survey, only 50% of financial services institutions plan to have their current contact channels fully integrated by 2019.
Contact centers still operating on legacy technologies, limited channels, or aging inbound and outbound routing technologies are going to be challenged to keep pace with this rapid digital transformation. This will limit banks’ ability to meet growing customer expectations – and increases the risk of attrition—especially with so many non-traditional banks looming on the horizon.
Join us for this complimentary BAI webinar for insights into the disruptive and innovative impacts of Digital Transformation in the contact center and how best to keep up with today’s fast-paced customer expectations.
Key Takeaways:
- The effects of exponential technological change on the contact center
- Repositioning for the future to provide a great customer experience
- Bringing about the shift to an omnichannel future
- Integrating AI and data analytics to enable Digital Transformation
PRESENTER:
Melanie Turek
Vice President, Research
Frost & Sullivan
Melanie Turek is Vice President, Research at Frost & Sullivan. She is a renowned expert in collaboration, social networking, content-management and customer engagement technologies. Ms. Turek works closely with vendors and senior IT executives across a range of industries to help capitalize on the opportunities offered by digital transformation. She has in-depth experience with business-process engineering, project management, compliance, and productivity & performance enhancement and writes and speaks frequently on the business value and cultural challenges surrounding technology in the enterprise. Prior to Frost & Sullivan, Ms. Turek was Senior Vice-President and Partner at Nemertes Research. She also spent 10 years in senior editorial roles at Information Week magazine.
Ms. Turek graduated cum laude with a BA in Anthropology from Harvard College.
