When customers are interacting with banks, they’re comparing them to a slew of other consumer services they interact with on a daily basis. Those services are overwhelmingly seamless, digitized, and frequently even delightful. Unfortunately, they can’t say the same about many of their banking processes.
The digital divide between what customers expect and what traditional banks offer has real consequences. Legacy banks that continue to rely on cumbersome processes with multiple touchpoints will not go unpunished by today’s demanding customers. Customers who fail encounter obstacles during banking transactions aren’t shrugging their shoulders in resignation: they’re making moves that actively hurt your bottom line
Read the full article at Benzinga