Customer service is your core business. So treat it that way.
High-quality customer service continues to be the heartland of Swiss banks, (still) setting them apart from the standardized services and products offered by neobanks. However, much of customer loyalty is determined by high switching costs and a dearth of alternatives; especially for younger target groups, usability and mobile compatibility are also key factors. Digital banks will increasingly venture into the core area of customer service, while major banks are already investing in developing hybrid advice landscapes in order to provide optimum support to customers. Retail banks too should pay increased attention to hybrid advice solutions – i.e. the symbiosis between physical, holistic advice and self-service support in the standardized product sale.
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In-depth insights into the future of customer advisory services from our digital banking specialists