Unifying customer service: one banking experience for retail, business, and wealth

While banks often prioritize creating sleek front-end banking experiences, the overall banking journey is impacted when backend customer service falls short. This discrepancy creates core challenges, as every customer eventually interacts with customer service—be it through call centers, self-service portals, or in-branch visits. In addition, cost to serve escalates without streamlined and effective service models and journeys.

Customers today expect customer service teams to have centralized access to their information and to provide quick solutions to problems. This hands-on guide offers a comprehensive resource with eight concise chapters as follows, designed to elevate your customer service and enhance your overall banking experience.

01 Creating a bank customers love
02 The power of self-service
03 Servicing consistency across omnichannel
04 Empowering employees with a single source of truth
05 AI in customer servicing
06 Customer service team enablement
07 Retail, business and wealth unique considerations
08 Customer stories