Trends Report

Connect Banking Prospects With Human Help To Drive Sales

Digital Feature Fix: Offer Prospects Both Self-Service And Human Help

October 12th, 2018
August du Pont, null
August du Pont
With contributors:
Benjamin Ensor , Piers Conway , Sam Bartlett


A common pitfall on banks' sales sites and mobile apps is that it can be difficult or even impossible for prospects to get human assistance when researching and buying a product. Switching to a human touchpoint during the process usually means starting over rather than continuing the purchase journey they already started. This brief explains how digital banking teams can integrate human help into digital touchpoints to improve the digital purchase journey and drive sales, illustrating good practices from leading firms.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.