Engaging customers in digital channels

Voice of the Members

December 2019

Disruptive technology and changing customer preferences means the ways banks engage with their customers is under constant evolution. And with increased competition from tech-focused neobanks and big tech companies, customer engagement is more crucial for financial institutions than ever before.

The changing landscape means that institutions that embrace innovative and creative approaches to digital offerings report increased engagement. How do banks embrace new innovations to not only eliminate burdensome tasks through automation but also create fully digital, omnichannel offerings?

With the amount of data that is available to banks, the key question is how to utilize the data to create a better customer experience? And how to ensure their digital offerings are functional, intuitive, and deliver a great user experience? Leading banks are employing data-driven methods to provide their range of core banking services and improve customer journeys.

Banks that are best utilizing digital channels to foster engagement and loyalty see a distinct competitive edge. In this issue, we speak with leading experts from member institutions to better understand the ways their institutions are delivering and engaging in the digital space.

This report is exclusively reserved for Efma member institutions.
Not a member yet? Find out more about membership benefits on www.efma.com/joinefma or contact membership@efma.com

Keywords : Digital/Mobile channels , Bank Products & Services , Customer acquisition