Unprecedented global pandemic circumstances accelerated digital transformation. This forced a radical departure from the time when customers brought their financial needs to the institution, to a point where most customers make financial decisions without talking to a banker.
Bankers, with their expertise and ability to meet complex customer needs, are the strongest part of the institution’s delivery value chain. Successful institutions in an Omni-delivery ecosystem employ technology to strategically meet customer needs with intelligent routing through automated and human assets.
With its knowledge base, the embedded customer data platform continuously expands relationships through campaigns and referrals by accumulating consumer and business profile information, institutional knowledge, segmentation, and customer insight.
As bankers receive qualified leads, they have the institutional knowledge and confidence to proactively engage, increasing both performance and customer satisfaction. The optimization of digital and human interactions enhance customer experience, resulting in increased acquisition, retention, and revenue.
For more information, download the “Acquisition and Customer Relationship Expansion” interview with David Engebos, President and COO of ARGO.