As you go all digital with AI souping your operations, note this as you serve your customers in the financial sector: “Salesforce, an American cloud-based software company, released its latest Connected Financial Services report, sharing insights from over 6,000 financial services institution (FSIs) customers worldwide… Despite the increasingly digital banking experiences, customers still crave human, often face-to-face interaction. The majority of customers prefer non-digital interactions over digital ones across all three financial sectors.”
Yes, who likes to deal with chatbots and robots when humans could have provided a better service? Get this from me: the more money you have, the less preferable would be those robots. In other words, while banks sell digital as the future to all of us, they are hiring HUMAN private bankers for their wealthy clients.
Those days in banking, the best day was when you were asked to go to provide IT support in the bank’s private banking hall. It was always like a party hall there as those rich people would be enjoying while the private bankers do the banking for them. Walk across, and you could pick an imported biscuit to help you do IT support better!
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Good People, do not overdue automation when dealing with special customers in the financial services sector. Customers are smart but most times they need someone to say YES again. If you do not provide them that space via a HUMAN-anchored service, your business will struggle.
The poor waste time to save money while the rich spend money to save time. And denying the rich that opportunity is a lack of awareness as they have no problem paying for that labour. Simply, beyond digital services, have a human element in your financial services when the stakes are high.
Beyond Digital Banking Experiences, Customers Want Human Interaction – Survey
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