Mapping Mobile Customer Journeys to Improve Experience & Lower Costs
It's no secret that digital has completely transformed the financial services industry. Through smartphones and tablets, consumers now have easy access to all their banking, investment, and insurance needs and are engaging with their institution more frequently than ever. But, for more complex issues, most consumers still overwhelmingly turn to branches and call centers despite their adeptness with online banking and mobile apps. What’s happening that’s leading consumers away from your digital assets and toward those higher cost channels?
Join Alon Waks, Head of Product Marketing at LivePerson, to hear how journey mapping helps uncover customer objectives and reveal opportunities that have a high impact on customer experience and your bottom line.