Jonas Ng

As of 2022, 78% of adults prefer banking via mobile app or website, compared to 29% preferring to visit a branch. As a result, bank leaders must rethink how and when customers interact with branches, agents, and ATMs to deliver a seamless experience across channels.

• Identifying and prioritizing key touchpoints in customer’s digital and physical banking journeys.
• Surveying customers to know what activities are best suited for digital and when human support is needed
• Empowering frontline employees with real time customer dashboards to better assist in person, while allowing them to pick up where digital interaction left off.