Head of Product, Ben Nichols, Sheds Light on the Evolution of Customer Service in Banking

We are pleased to share that Ben Nichols, our Head of Product, has recently authored a compelling article titled “Reactionary Shifts in Customer Service” featured on Bank Director. This insightful piece delves into the transformative changes that the banking sector has undergone in customer service, particularly in the wake of the COVID-19 pandemic.

Ben’s extensive expertise, drawn from his experiences at organizations like Morgan Stanley and IBM and his role as a Data Science professor at Syracuse University, lends a unique perspective to the article. He explores the dramatic shift from in-person to remote banking services and the challenges that have arisen from this transition. His analysis highlights key areas such as the scaling of customer service teams, the integration of digital platforms, and the importance of adapting to evolving customer needs.

One of the pivotal points Ben discusses is the dramatic decrease in branch visits, which plummeted by 80%, causing a surge in demand for remote services. This shift necessitated banks to scale their customer service operations, diversify communication channels, and confront challenges in staffing and system integration.

Ben also emphasizes the crucial role of automation and artificial intelligence in shaping the future of customer service in banking. He argues that the post-pandemic era demands a seamless, integrated approach to customer service, where technology plays a central role in enhancing efficiency and customer experience.

We invite you to read this enlightening article to gain a deeper understanding of the current trends in banking customer service and the innovative strategies being employed to address these challenges. Ben’s article not only offers a comprehensive analysis of the present landscape but also sets the stage for future advancements in the sector

Read the full article: Reactionary Shifts in Customer Service