Financial services providers have made significant advances in their digital, however a large proportion of customers still want a ‘human touch’ in their financial services experience. For UK banks and Insurers, the key to overcoming these challenges is offering a ‘personalised experience’. In this report, Accenture map out the vision for the future of CX in financial services and a blueprint of how to get there.
"It is machines and data that have the potential to put this human element back into the conversation"
Dr Peter Kirk, MD & Simon Tottman, FS Reserach Lead, Accenture
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Accenture's Transforming the Customer Conversation in Financial Services Report 2018
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