Every generational market segment has altered their engagement with their primary financial institution.� This shift affects every customer journey stage: awareness, consideration, purchasing, service support, retention, and relationship expansion [Figure 1]. The result is that the customer delivery and engagement model has drastically changed as well, including the communication and proactive engagement methods now required.
Figure 1:� Customer Journey Impact
Want to keep reading? This content is for subscribers only.
.png){kind=logo}
