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The Banker

Digital banking has delivered customer convenience – but arguably at the expense of human connection. Banks need to find a way to put humanity back into banking and context back into the customer conversation.

In our four-part masterclass series with The Banker, Michelle Baxter and Nic Merriman, Avanade’s global and European leads respectively, discuss why getting the balance right between digital and human engagement is critical for both people and the bottom line.

    Chapter 1: Bring human instinct back into banking
    Michelle Baxter, Avanade Global Financial Services Leader, gives her views on how banks can bring personalized services back to their customers.
    Chapter 2: Empower employees, personalize digital banking
    Nic Merriman, Avanade Europe Financial Services Lead, explains how employees can be empowered to deliver responsive, personalized customer engagement.
    Chapter 3: Everyone is customer-facing
    Nic Merriman, Avanade Europe Financial Services Lead, discusses how automation provides the opportunity to streamline back-office processes, enabling more employees to engage with customers
    Chapter 4: Using digital to drive human connections
    Michelle Baxter, Avanade Global Financial Services Leader, talks about the key technology building blocks needed to drive distinctive CX and EX.

    Next steps

    Find out how we can help your bank undergo digital transformation.

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