With staff costs at around 50% of all operational expenditure in some banks, it’s easy to see why reducing the human element from the banking relationship can be attractive. Digital take-up rates received a massive bump during the recent pandemic, which has added weight to the notion that banking employees are not as necessary as they once were.
But can you reduce your resource levels once you’ve pushed customers to the digital channel? Recent evidence suggests that the drive towards digital without careful attention being paid to the experience the customer receives can lead to unexpected costs.
Watch this webinar, with Bob Meara, Senior Analyst for Retail and Corporate Banking at Celent, and Andrew Stevens, Global Principal for Financial Services at Quadient, as they analyze new research results, uncover critical gaps in the customer experience, and recommend practical steps to join digital transformation with longer term sustainable cost savings.
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