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Customer first

Ramping up customer experience (CX) – from interaction to engagement

How banks are hyper-personalizing contact center interactions with generative AI copilots

With the accelerating embrace of generative AI, banks have a once-in-a-generation opportunity to reimagine customer experiences.

This includes hyper-personalizing contact center interactions to enable engaging with customers in new ways.

Although highly-personalized human interactions remain critical to attracting, retaining, and monetizing banking relationships, most bank contact centers are challenged to meet today’s evolving personalization expectations as pools of customer data are trapped in silos.

Download our point of view in partnership with Genesys and discover: 

  • How banks are overcoming traditional contact center hurdles to empower staff with a purpose-built type of generative AI, known as a copilot, that can rapidly present CSRs with multifaceted of in-context customer insights.
  • What critical capabilities banks should look for in a comprehensive, secure, and compliant cloud-based platform to ensure a co-pilot collaborates with CSRs efficiently and effectively.
  • The five critical steps for successfully implementing a contact center co-pilot platform to enable achieving transformation goals.

Client story

Streamlining customer and user experiences for a leading financial institution

Developing a new service experience review methodology that helped unlock opportunities to reduce costs and improve customer service.

Expert perspectives

Customer experience, Technology

A strategic approach for banking contact centers

Kevin Hill
Mar 13, 2024
Customer experience, Data and AI

Empowering agents: How generative AI supports contact center agents in banking

Vinay Patel
Oct 18, 2023

Learn more

Traditional industry boundaries are blurring as banks become virtually invisible. Across the retail and business segments, banks need to enrich their customer value and create agile business models. We can accompany you in becoming a truly global bank.

Banking customers have spoken. They expect accessible, personalized services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?