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“Hi Dad, it’s me. I need help logging into my bank account.” You’ve probably heard variations of this scam from customers, or perhaps even your own family members. Our digital age, with AI and mobile banking, has made our lives much easier, but it’s also made us more vulnerable to bad actors.
Fintech customers and customer support agents have been particularly vuln...
Banks have spent years investing in UX to make mobile banking apps more intuitive. Yet contact centers still field a steady stream of repetitive how-to calls, such as how to set up a transfer, change my address or resolve account lockout issues. So, what’s going on?
The truth is, even with the best UX in the world, your bank or financial institution can still see a...
Fintech businesses have been growing at an exponentially faster rate than traditional banks. Research by McKinsey shows that fintech companies grew at three times the rate of traditional banking businesses. Much of thi...
Your contact center agents are on the front lines of the customer experience. They’re the staff your customers interact with most, which can make or break the customer relationship.
If your agents can’t help customers get fast and accurate resolutions to their problems, it could cost your bank or financial institution. Poor customer service can hurt your company’s ...