Mobile banking increased 30% worldwide during the pandemic with 72% of customers now rating personalization as “highly important” in today’s financial services landscape. Consumers from all demographics are shifting banking behaviors online and trying out new technologies, which means a bank’s customer experience has never been more important — or harder to plan out. Rather than simply moving customers from the physical branch into a mobile app, customers can become truly engaged and fully immersed in all a financial institution has to offer — a phenomenon some experts have dubbed “the biggest growth opportunity to come along in decades.

How are you leveraging the data of consumer online banking behavior to optimize customer experience? Download the playbook to learn more about:

• Supporting optimal human touch points with technology and automation.
• Using data to create personalized customer life cycles.
• Training customer service agents to deliver high-quality support.

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