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Banking on empathetic customer connections
Customer first

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 organization 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.

Meet our experts

Arnaud Bouchard

Head of Strategic Deals and Business Development, Global Digital Customer Experience; Augmented Service offer Leader
With 22 years of strategic and operational consulting experience, Arnaud has been a transformative force since joining Capgemini Invent in 2010. He contributed to the launch the Marketing and Sales practice in France, leading to its evolution into Frog, and spearheaded DCX France, and managed the Automotive French Market Unit. Now in his current role, he focuses on boosting the business and technology transformation of our clients in the worldwide field of CX.

Christian Schacht

Vice President, Global Offer Lead Augmented Service; Head of Digital and ERP Financial Services
“I have over 18 years of experience for strategy, concept, design and execution, delivering innovative Digital Transformation solutions for multiple industries. I help clients connect with customers, partners and employees and create great experiences across digital and traditional channels.”