Customer service is cheaper for banks to deliver digitally than via other channels – the trick is to do in a personalized way. Jennifer Timbrook from STAR Financial Bank joined the BAI Banking Strategies podcast to discuss her Indiana-based bank’s approach to Personalization in Digital Customer Service.
The BAI Banking Strategies Podcast is A weekly podcast that focuses on the key issues impacting financial services leaders. It brings you objective opinions and actionable insights that will help you make smart decisions. Hosted by BAI managing editor Terry Badger.
A few takeaways from the conversation:
- Nurturing customer relationships is rapidly shifting toward digital, and that will likely accelerate as more digital natives start using more banking services.
- The data collected as a part of digital customer service is helping STAR to anticipate customer wants and needs, a key component of personalization.
- STAR wants to increase digital customer service for the sake of efficiency, but how far they go will be decided by the customers as they do their banking.
You can listen to the full podcast at the following podcast platforms: Spotify, apple, Google, or Amazon.
There also an option to read the interview transcript below.
