What is self-service banking?
Posted: Mon Jan 06, 2025 6:18 am
The way a user interacts with a company plays a fundamental role in the perception of their entire purchasing journey. If this is true in all sectors, in the case of banking it is even more evident. Among the innovations that are radically changing the ways in which banks and their customers interact and interact (and consequently the customer experience), a position of absolute relevance certainly belongs to self-service end-user services .
In this article we will explain why self-service banking is one of iceland whatsapp resource the main innovation trends, not only technological, to invest in, and we will do so by focusing on three elements that more than others distinguish the customer journey enabled by new methods of interaction: frictionless experience , customer experience management (CXM) and customer communication management (CCM) .
First, however, we will try to provide some coordinates to better understand what self-service means in the banking sector and how it has developed over time.
Self-service banking is the set of services that allow customers to carry out financial transactions and activities using devices and channels, without having to physically go to a branch. Thanks to self-service methods, customers can always be updated on their financial situation at any time of the day, they do not waste time stuck in traffic or waiting their turn at the counter, they are able to carry out transactions even if the branch is closed and they do not have to deal with the often disappointing experience of call centers. These are just some of the real-life situations that today push 69% of customers to choose to use self-service options before turning to a real-life advisor.
In this article we will explain why self-service banking is one of iceland whatsapp resource the main innovation trends, not only technological, to invest in, and we will do so by focusing on three elements that more than others distinguish the customer journey enabled by new methods of interaction: frictionless experience , customer experience management (CXM) and customer communication management (CCM) .
First, however, we will try to provide some coordinates to better understand what self-service means in the banking sector and how it has developed over time.
Self-service banking is the set of services that allow customers to carry out financial transactions and activities using devices and channels, without having to physically go to a branch. Thanks to self-service methods, customers can always be updated on their financial situation at any time of the day, they do not waste time stuck in traffic or waiting their turn at the counter, they are able to carry out transactions even if the branch is closed and they do not have to deal with the often disappointing experience of call centers. These are just some of the real-life situations that today push 69% of customers to choose to use self-service options before turning to a real-life advisor.