Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch. In today's episode of the Bank Customer Experience podcast, Brian McEvoy, chief retail banking officer at Webster Five, joined Bradley Cooper to di...
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Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch. In today's episode of the Bank Customer Experience podcast, Brian McEvoy, chief retail banking officer at Webster Five, joined Bradley Cooper to di...
Finding the balance between AI, personal touch in banking
Bank Customer Experience
21 minutes
1 month ago
Finding the balance between AI, personal touch in banking
Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn lose that personal touch. Mack Turner, marketing and insights analyst at Mack Turner Marketing Consulti...
Bank Customer Experience
Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch. In today's episode of the Bank Customer Experience podcast, Brian McEvoy, chief retail banking officer at Webster Five, joined Bradley Cooper to di...
