223) #ExponentialInsights: Shifting the Digital Customer Service Experience
Financial brands know there is a pressing need for digital customer service to change.
We are steadily evolving into a digital society, yet nearly 80 percent of customer service issues are still handled over the phone.
Dan Michaeli, CEO and Co-Founder of Glia, shared why multiple modes of communication - messaging, audio, and video - will soon become one seamless channel in the digital customer service experience.
Join us as we discuss:
- Lessons learned about engagement in digital customer service (5:27)
- Organizational challenges holding FIs back from adapting (14:52)
- The unified experience of messaging, audio, and video (20:50)
Check out these resources we mentioned during the podcast:
- Glia
- Digital Customer Service: Transforming Customer Experience for an On-Screen World
- Finn.ai
You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
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