How Technology Is Changing the Financial Services Industry

In the second thought leadership piece from QStory, Simon Separghan, former Managing Director of Customer Experience & Contact at NatWest, reveals how technologies such as AI are enabling the financial services industry to provide much more personalized levels of service and customer experience.

Balancing the Colleague Experience With the Customer Experience – Thought Leadership With NatWest

In today’s AI-driven and automated world, contact centre agents face increasingly complex demands, even as organizations strive to enhance operational efficiencies and drive down costs.

How can you ensure your employees receive the right training and maintain a healthy work-life balance, enabling them to perform at their best and consistently deliver exceptional service to customers, all while optimizing the bottom line?

QStory’s thought leadership video series, featuring Simon Separghan, former Managing Director of Customer Experience at NatWest, offers valuable advice on managing the latest challenges in the contact centre.

Technology has the power to completely transform the financial services industry. From driving much more personalized levels of service and customer experience using data to unlock a level of operational efficiency that we’ve never seen before. Through using AI and automation to integrate with a firm’s existing capabilities.

And it also has the ability to really grab hold of much more meaningful interventions, and interactions, when it comes to risk and compliance, keeping the organization, our customers, and our colleagues safe.

And all of that helps us to be much more accessible, much more transparent to customers, and to be able to serve those customers who are underrepresented in our society.

And that surely must be an incredible opportunity when it comes to being a part of the communities in which we operate.

Author: Guest Author