Banking on empathetic customer connections: why it’s worth it

For many, the personal touch of in-branch banking is now in the past. So how can financial institutions continue to attract customers and keep them happy moving forward?

In light of digital transformation and the changing role of physical branches, the bank-customer relationship has suffered. Banks seem to have inadvertently lost sight of the importance of understanding human emotion and behavior. This is despite emotion and behavior playing a big part in the everyday retail banking choices customers make.

To strengthen customer relationships, banks must put less emphasis on transactional banking and provide consistent empathetic experiences whenever and wherever customers engage with them.

This kind of transformation within the organisation will impact the customer journey, as well as the employee experience; fostering better channel management strategies that favor data and AI for improved customer engagement in real time.

Download our point of view to learn how you can change the dynamics of banking to deliver empathy-driven actions that are sensitive to your customer needs – every time.