Summary
Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers of branch customer experience (CX) to personal, value-adding experiences that can’t be replicated online. This makes branch staffing very important, requiring strategies to recruit and retain highly qualified employees, empower them, and enable them to do their jobs well. This report shows retail banking execs and CX pros in Asia Pacific (AP) how banks are innovating in this space.
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