Ramping up customer experience (CX) – from interaction to engagement

With the accelerating embrace of generative AI, banks have a once-in-a-generation opportunity to reimagine customer experiences.

This includes hyper-personalising contact centre interactions to enable engaging with customers in new ways.

Although highly-personalised human interactions remain critical to attracting, retaining, and monetising banking relationships, most bank contact centres are challenged to meet today’s evolving personalisation expectations as pools of customer data are trapped in silos.

Download our point of view in partnership with Genesys and discover: 

• How banks are overcoming traditional contact centre hurdles to empower staff with a purpose-built type of generative AI, known as a copilot, that can rapidly present CSRs with multifaceted of in-context customer insights.
• What critical capabilities banks should look for in a comprehensive, secure, and compliant cloud-based platform to ensure a co-pilot collaborates with CSRs efficiently and effectively.
• The five critical steps for successfully implementing a contact centre co-pilot platform to enable achieving transformation goals.