Connect with execs from Axios, The New York Times, Paramount and more.
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
To manage 300,000 creators, Unilever automates everything but the relationship
Unilever is using AI to vet creators and automate workflows as it scales a 300,000-creator network without handing over creative decisions.
Nike versus Adidas: Who’s spending more in race to claim the World Cup crown?
With the World Cup at the midway point, ad spend estimates show the apparel rivals taking opposite tacks in their media approaches.
Platforms’ AI dilemma: scale without sameness
Using AI to create content risks a lot of it looking the same. But the platforms agree creativity will always come from humans.