Trends Report

Implement Video Banking To Drive Digital Sales

A Clear Customer Strategy And Strong Collaboration Tools Are Essential To Success

August 7th, 2015
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
With contributors:
Benjamin Ensor , Art Schoeller , Audrey Blumstein , Laura Glazer

Summary

Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role — especially in the purchase journey — and many banks still only allow customers to get this assistance over the phone or in a branch. To improve the customer experience, increase the productivity of frontline experts, and increase sales, eBusiness and channel strategy executives should consider weaving human advisors and digital technologies together with video banking. Success will require more than just a simple video call. eBusiness and channel strategy executives need to ensure that video banking capabilities let prospects collaborate effectively with an expert when and where they choose and that experts are supported by the right processes, tools, and training.

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