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By Arnd HEßELER, Jens KERGAßNER and Anna WESSELS, zeb consulting*
With the introduction and steady expansion of online banking, banks have already made remarkable progress in digital customer interaction in recent years. In this context, digital assistants, for example chatbots and voicebots, play a crucial role. The usage of these in customer service centers is a typical case in point. Digital customer interaction offers great opportunities regarding both income generation and cost saving.
Taking a holistic view of one’s own customer interaction is an important success factor for leveraging potential. The target vision for future customer interaction is always based on an assessment of one’s own bank with its individual environment, business...
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