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 personalised services back to their customers.
Michelle Baxter, Avanade Global Financial Services Leader, gives her views on how banks can bring personalised services back to their customers.
Chapter 2: Empower employees, personalise digital banking
Nic Merriman, Avanade Europe Financial Services Lead, explains how employees can be empowered to deliver responsive, personalised customer engagement.
Nic Merriman, Avanade Europe Financial Services Lead, explains how employees can be empowered to deliver responsive, personalised 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
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.
Michelle Baxter, Avanade Global Financial Services Leader, talks about the key technology building blocks needed to drive distinctive CX and EX.