Optimizing Multi-Channel Customer Service to Support Customer Centricity

In today’s business context shrinking margins, persistent market volatility,
and the on-going eurozone crisis is putting pressure on banks’ revenues and
profitability. Delivering an enhanced customer experience is fast emerging as the
key differentiator for banks—not only providing them with a competitive edge, but
also helping them improve their bottom line.

Optimizing multi-channel customer service will be the key in delivering an enhanced customer experience. While banks recognize this, many still face fundamental challenges in accomplishing this goal.