Fintech
TRANSFORMING CUSTOMER ENGAGEMENT
looks at the Future of the Financial Industry in a Digital Age.
I
n today’s financial services sector, customer engagement is undergoing a decisive shiſt: customer contact volumes are rising,
expectations are higher than ever, and the appetite for seamless, omnichannel service continues to grow. Yet institutions remain bound by legacy systems and constrained budgets. Te traditional levers of cost reduction, such as offshoring, process optimisation, and channel deflection, have largely been exhausted. Te result? Waiting times are climbing.
Customer satisfaction is slipping. Agents are overwhelmed. And C-level leaders are asking, ‘What can we do differently?’ Te answer lies in rebalancing priorities.
Companies must stop viewing cost, compliance, and customer experience as trade-offs and instead align people, technology, and data around a unified engagement strategy. Based on our extensive work with financial institutions globally, there are several strategic investments that will shape the next generation of customer engagement in banking and finance.
56 | September/October 2025
Digital dexterity is a prerequisite Every great transformation starts with people. Yet despite the billions invested in digital transformation, too many institutions neglect the capabilities of the very employees meant to drive it forward. Digital dexterity, the ability for frontline teams to fluidly adopt and leverage digital tools, is essential in a hybrid and remote- first world. Tis isn’t about giving agents a laptop and VPN access. It’s about providing a unified, intuitive technology environment that eliminates the chaos of switching between siloed platforms. For example, Microsoſt Teams for meetings, Zoom for customer calls, a separate call centre interface, combined with disconnected CRMs, create a cognitive overload that slows resolution and damages the customer experience. By integrating communication, data, and
workflows into one unified platform, banks can significantly enhance productivity and compliance. Platforms equipped with no-code dialogue builders and smart automation enable
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