In response to the global pandemic, many financial institutions have cut back on branch development in favor of digital services, seeing it as a necessary tradeoff between the human touch and tech.
But these two things aren’t mutually exclusive. Instead, banks must ask how they can combine both to deliver a superior customer experience.
Based on a survey of 3,105 U.S. consumers, this new report from Cornerstone Advisors will help you learn the importance of:
1. Shifting from a channel-centric to a process-centric orientation
2. Providing human-delivered account management digitally
3. Integrating human + digital advice and guidance