Optimising digital banking: Unifying communications for seamless CX

In the digital age, financial institutions risk falling behind their rivals if they fail to unite fragmented communications ecosystems to deliver seamless, personalised customer experiences.

FStech and Precisely hosted a live webinar featuring Kevin Ricks, vice president of product management at Precisely; John Greenwood, head of technology and payments at Contact Centre Panel; and Michelle He, chief operating officer and co-founder at Abound to explore vital strategies to optimise cross-channel messaging through omnichannel orchestration and real-time customer data access.

The session examined how financial institutions can map out an ideal communications journey for key personas by fostering collaboration between departments, and harness customer insights and intelligence to enable relevant, tailored interactions.

The speakers also discussed best practices for leveraging AI and automation to coordinate 1:1 omnichannel engagements that delight customers and examined how
unified customer profiles and analytics dashboards can provide visibility into how streamlined communications can be the difference in increasing satisfaction, engagement, and lifetime value.

Read the full paper to learn more.