The lines are blurring between the branch, contact center, and digital channels for financial services firms. Customers expect seamless journeys, contextually relevant interactions, and knowledgeable advisors who provide personalized service based on deep customer understanding. These expectations are often driven by their experiences with organizations in other industries. Nearly two-thirds of 61% of banking executives say continuous innovation is raising customer expectations — and 45% say they’re failing to keep pace with those expectations. 

In this episode of Tech Talks in 20, David Porter, Managing Director, Global Banking Industry, examines the evolving CX technology landscape in financial services. He also shares his advice on how financial services firms can make the greatest impact with their CX technology investments now and over the next few years.