Similarly, automotive insurance companies used to interact with the drivers they insured only at predefined touch points, such as policy renewals or claims events, but now sensors and mobile apps can continuously monitor driving behavior. Now, online and mobile banking connect the two parties almost seamlessly, creating a delivery model known as connected banking. Perhaps the biggest change firms have made is that, rather than having a few episodic interactions, they are trying to create a continuous relationship with their customers.įor example, in the past, consumers would only interact with their bank sporadically, when they visited a retail branch. Over the last couple of years, more and more companies have been trying to fundamentally reshape the way in which they interact with their customers - a trend that has been accelerated by the recent Covid-19 pandemic.
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