ACCESS hosted two Virtual Roundtables for SAS. With 20 Heads of Customer Experience and CMOs from across Australia below was the content we discussed.
Profound socio-economic conditions have driven financial institutions to an effective digital-first and only channel for customer engagement and experience for new and existing relationships.
Efficiency, speed, and effectiveness are the expectation not the exception and customers want the right outcome the first time around. Decisions need to be aligned with and exceed expectations and be delivered at optimal operating costs.
Leading global financial institutions and non-financial institutions are adapting rapidly and successfully to this new operating paradigm with higher NPS and customer satisfaction.