The pandemic has undoubtedly had a dramatic impact on the use of digital channels for interacting with customers. New channels have emerged alongside existing ones, increasing the challenge to capture, integrate and respond to the signals sent by current and future customers. As the phenomenon of circulation between different channels continues to grow, it is increasingly important to provide customers with a consistent omnichannel experience.
At the same time, consumer behaviour and preferences have changed and consumers are becoming more demanding and less loyal. They expect a personalised approach and satisfying interactions, whether in digital, physical or hybrid channels that combine both worlds.
Are financial institutions, a year and a half after the outbreak of the pandemic, really already prepared to meet the expectations of today’s consumers? What changes in the area of technology or modus operandi still need to be made to keep up with the modern consumer?
Key issues:
- Personalized message in the right channel at the right time- reality or future? What are the biggest challenges in the effective implementation of personalization strategies that companies face?
- In what direction will customers’ digital channel preferences and habits evolve? What impact will they have on the channel mix in omnichannel?
- How to use personalisation at different stages of the customer lifecycle?
- Is implementing technology everything? Critical success factors for Customer Experience transformation.
- Where to find the business case for implementing a real-time personalisation strategy?
