The world of personal finance has undergone significant change within the last 20 years. Decades ago, even the simplest interaction with a financial institution required a trip to the nearest branch. Today, consumers can do all this and more with a few swipes on a smartphone app or clicks on a web site.
Banks, credit unions, fintech companies, and other financial services organizations know that consumers are increasingly seeking more ways to leverage digital channels and experiences to communicate, access information, and get the services they need quickly and efficiently.
It will be critical in 2021 for financial services organizations to scale their customer engagement strategies to meet consumers’ omnichannel demands. Where do you start?