The Dangers of Standing Still in the face of Digital Transformation: How Retail Banks Are Keeping Pace with Changing Times

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


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.

Please complete the form below to access this research:

Business E-mail Address

First Name

Last Name


Job Title

Job Function

Company Size





Zip Code / Postal Code


Business Phone Number

What is the Asset Size of Your Organization?

Your privacy is a top concern for us at Knowledge Hub Media. We’ll only use your personal information to provide you with the content, products and/or services you’ve requested from us. By entering your contact information and clicking on the “submit” button below, you are confirming that you have carefully read Knowledge Hub Media’s Terms of Use agreement, and Privacy Policy, and agree to be legally bound by all such terms.

Yes, I agree to the Terms of Use Agreement.

Yes, I agree to the Privacy Policy.

The third party vendor sponsoring this content may wish to contact you regarding products and/or services as they relate to this white paper/research. Please check the appropriate boxes below, indicating the ways in which you would like to receive communication from our third party affiliates:

Yes, I would like to receive communication by email.Yes, I would like to receive communication by telephone.Yes, I would like to receive communication by postal mail.

Knowledge Hub Media would also like to keep in touch regarding related content, white papers, business/technology research and upcoming events in your area of expertise. Please check the appropriate boxes below to opt-in:

Yes, Knowledge Hub Media may contact me via email.Yes, Knowledge Hub Media may contact me via telephone.Yes, Knowledge Hub Media may contact me via postal mail.

You can easily change your communication and consent preferences at any time. Opt-out of receiving communication from Knowledge Hub Media and/or our third party affiliates by easily updating your personally identifiable data and contact preferences here: Update Communication Preferences

Leave a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.