Use your contact center to deliver great banking customer experience


April 2019

We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking.

This report examines the findings from our survey and interviews of executives at banks who are members of efma. it reveals retail banks’ lack of maturity at managing customer service.

The report also highlights good practices that customer service and digital business strategy professionals at banks can use to improve their customer service.

The content of this report is offered to you free of charge by Efma and its partner. Create an account or log in to download the full report.

Keywords : Customer experience , Digital/Mobile channels , Customer service , Contact centre