The emergence of digital transformation as an essential banking element is only half of the story. While digital options are essential, a recent survey found that direct banking customers rated hybrid experiences — those that offer a balance between technology and real-person interactions — three points higher than digital-only ones.

That’s where Guided CX comes in. As a sophisticated CX channel that connects digital banking customers with a real-life agent at a moment’s notice and through various methods, it can bridge the gap and provide that elusive hybrid experience customers say they crave.

This new playbook explores how Guided CX can bridge the two converging needs in the banking world — excellent digital offerings and the opportunity for human connection. It uncovers:

• The definition of Guided CX
• The results Guided CX can deliver
• Guided CX customer benefits and employee perks

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