Finance Monthly. Bank i ng & F i nanc i a l Se r v i ce s 53 It’s not often financial institutions are heralded as digitally pioneering, yet this is exactly what has been happening over the past few years. Payments and money transfers to any country in the world can now be completed in the blink of a ‘biometric identification’ nanosecond. But for all the advances made in this sector, there remains much work still to be done when it comes to improving customer sentiment and experience. In an era of rampant cybercrime where pervasive messaging is making customers more aware and more protective of their data every passing day, do consumers want a fully digital service without the human touch? And what do they expect from their financial provider?
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