The context: digitalization and “face-to-face” interactions

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Loyalty in banking is a process that can unfold to its full potential only by enriching the general perception that the customer develops with respect to the organization with positive meanings.

The experience – which returns the final perception and determines the israel whatsapp resource sentiment – ​​includes all the interactions through which the customer communicates with the banking institution : the touchpoints scattered along the customer journey, the flow through which the information useful for making purchasing and subscription decisions is transmitted, the systems through which conversions (and transactions) occur , at different moments of the journey. All contact occasions, online and offline, contribute to determining the company's presence on the market, in a context in which, depending on specific needs, digitalization and "face-to-face" interactions alternate.

Almost all of us now carry out many banking operations digitally while we reserve personal interactions (i.e. conversations with a real operator or consultant, whether “face to face” or by telephone) for more complex matters.