A “one size fits all” approach to customer engagement is losing you customers.
Today, customers demand digital from their banks. However, the expectation for customer experience professionals to serve customers centred on their mobile phones creates a huge challenge: delivering relevant and timely information to each and every customer. And with so much choice now on offer, customers will easily go elsewhere if they do not get the level of service they expect.
Customer Experience
WhatsApp is a powerful customer experience tool, with a staggering user base of over 2 billion people in 180 countries worldwide. This article explores key reasons why WhatsApp should be integral to your channel strategy.
Data Orchestration
What is RTIM and why should you prioritise it in your long-term customer experience strategy? Read this article to find out.
Customer Journey
What is journey centricity and why is it important now? Read this recap from a recent Engage Hub webinar with Forrester.