A Case Study: Branch Readiness for Servicing Businesses with Digital Channel Questions posted 03/06/2020
Featuring: Youa Yang & Allison Haley, Barlow Research Associates, Inc.
In an increasingly digital world, the need for human touch points has become progressively more important to optimize the customer journey. In particular, personal channels come into play in key junctures that could positively or negatively impact the banking relationship. Not only should financial institutions continue to build easy to use digital tools, consideration should also be given to equipping bank employees in assisting customers in-branch with digital channels. It is a constant balancing act to ensure the personal contact is available in the right place, at the right time.
Join Barlow Research for a one-hour webcast as we share Voice of the Business Customer data on digital and physical channel needs. In this session, we’ll discuss:
- How businesses interact with their primary bank
- Channel preferences when conducting different types of banking tasks
- Competitive intelligence on banks that are currently offering features that blend digital and physical experiences
- Our customer experience with five financial institutions’ branch bankers and their ability to help us with a digital channel
The presentation is designed for anyone involved in digital business banking, small business banking, customer experience, transformation, marketing, market research, innovation or strategy.
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