Banks have long relied on face to face or voice interactions with their customers; these are often easy to measure, analyze and therefore easier to improve upon; digital channels require a new set of tools to measure interactions; today the vast majority of bank customers are using digital channels at least twice a month; there are many new service providers who are supplying specialized software to help banks make the most of their digital channels; this is not just about satisfying customers but also lowering a bank’s operational costs. Source.
