CX Omnichannel ancora “lenta” per Finanza, Salute, Pharma e Servizi Governativi

AICEX SUMMARY: L’analisi è relativa agli USA ma anche in Europa la situazione è simile.

The omnichannel customer experience is nothing new, especially in the consumer and retail industries. Many companies and brands are using data and automation technologies to engage seamlessly with their customers at any time and place and across any device.

At the same time, omnichannel doesn’t mean digitizing every aspect of the customer journey without regard to which channel is best-suited for customer needs at each stage. The recent news of Google Compare shutting down is a great example of this.

The search engine giant’s entry into — and quick exit from — financial services proves one thing: Even with all the data and insights in the world, customer value is not based solely on price or convenience. Rather, “comprehensive answers” related to insurance, mortgage and other financial products are largely best served by professionals who can provide high-touch interactions with customers across channels, online and off.

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Da Zero a $5 Billion grazie al Customer Service


By Flavio Martins

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world.

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Behind the scenes, the bank operations would astound most traditional bank executives. Metro Bank spend nothing on marketing, spends no money on advertising. It’s sole focus? Developing fantastic relationships with customers and utilizing word-of-mouth as its primary driver in new customers. Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs.

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Non puoi automatizzare un servizio eccellente

E’ possibile togliere del tutto il contatto umano ed automatizzare tutti i servizi?

I am a great fan of online banking. It is convenient, simple and gives me control to do my banking without the need to visit a bank branch. It works for nearly 90% of all of the banking activity. There are rare times that it is necessary to visit my branch to complete a transaction. These are the times when I need to have a one to one interaction with a real person.

I was interested to read the story in a recent issue of the  Galway City Tribune about Bank of Ireland’s latest innovation at their Mainguard Street branch.  ( ). The ground floor of this branch will become in the bank’s language “a digital branch” with all of the transactions digitised. Their statement that all of the familiar faces will be available upstairs to deliver business as usual fails to mention that lodging or withdrawing cash is no longer one of the services available. To lodge or withdraw you need to go to a different bank branch.

BOI Mainguard St crop


My own bank has adopted a different approach. The branch remains open until 5pm as heretofore but closes the counter services at 3pm. This is done by pulling down a counter blind with a message telling customers that the counter is closed and that they must use the machines only. This bank is currently running an advertising campaign with the tag line “back to basics”.

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