Digital transformation has enabled offering better customer service at a lower cost. Channels with high labor intensity like contact centers have become primary targets for cost cutting. Is that universally smart?
While the industry strives for simplicity in what touches the customer, the role of the front-line banker remains complex. Training alone is not sufficient to manage this complexity and extract maximum shareholder value. There now is a solution with ROIs that are truly staggering.
We regularly publish white papers, research results, and analytics on various topics related to financial services.
