Secure your place at the Digiday Publishing Summit in Vail, March 23-25
Talking to a bank customer service representative is something many customers dread — except when they help chip in for your broken bike, host your wedding or send flowers after a break up. Banks are increasingly trying to forge a human connection with customers through what they call a “surprise and delight” customer experience strategy. This means empowering customer service agents to go the extra mile to make a connection with the customer. Analysts say it’s a tactic to acquire and keep customers in a context where banks need to compete more aggressively for customers.
Read the full story on tearsheet.co
(Photo courtesy of Umpqua Bank)
More in Marketing
Furniture.com was built for SEO. Now it’s trying to crack AI search
Furniture.com is among many dot-com companies grappling with how AI and chatbots are changing the way shoppers search for information.
Inside Amazon’s effort to shape the AI narrative on sustainability and ethics
As AI backlash grows, Amazon is trying to reshape the narrative — starting with journalists, creators and marketers.
Best Buy wants to be the hub for AI-powered hardware like glasses, laptops
The tech retailer is looking for growth, as its revenue was essentially flat this past fiscal year from the year before, at almost $42 billion.