Tim Paul

With the new age of digital, it has become a rarity that you walk into your bank branch and the teller knows your name, or asks about your family. That kind of service is difficult to replicate through a device or digital channel. So how do you provide a personal and interactive customer experience when you never lay eyes on your customer?
• What initiatives just need to be quick and easy, and what need a more personal approach or attention to detail?
• How do you provider personalization through multiple devices and constant new technology and data?
• How do you best handle customer complaints in a digitally interpersonal yet efficient manner?