Today’s consumers are increasingly expectant of access to always-on technology and services, and there are few sectors where this is truer than in financial services.
Access to 24/7 banking, for example, is seen as a given. As a result, online banking outages result in significant brand damage and are unsettling for users. That same ‘always-on’ expectation applies to a financial services company’s customer service phone lines. Customers want to be able to speak to someone on
When Alexander Graham Bell made the first telephone call back in 1876, and was awarded the US patent for ‘transmitting vocal or other sounds telegraphically by causing electrical undulations’ , it wasn’t immediately clear that the world would change forever, and he could never have imagined a future where everyone carried smartphones as an extension of their personal being into a hyper-connected world.
One thing that hasn’t changed since those days however, would be that business
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