The Financial Brand Insights - Fall 2022

Maximize Return on Bank Tech Investments by Adding a Human Touch

supported, you won’t maximize the return on your technology investment. For the new product to reach its full potential, your staff needs to be fluent in the new tech well before the launch date. Your people are your most effective promotional tool. They’re the ambassadors who are talking to customers every day. They need training to spot the right opportunities to introduce and promote the new technology and help customers start to use it. They should know how to steer

conversations effortlessly toward what the digital product can do and why customers should give it a try. Staff members also need training so they’re able to support customers as they gradually adopt the new tech. Customers who have questions about the tech will show up at branches and call the contact center. And when they do, your staff must have total product fluency to make sure customers have a positive digital customer experience.

Supporting staff and customers when deploying a new digital product starts with training, but doesn't end there. A tech rollout or change is also an opportunity to show employees how to become digital ambassadors for your bank or credit union by guiding customer conversations.

By LemonadeLXP

During a conversion or new tech rollout at a financial institution, the focus usually centers on the technology itself. “The fancy new features!” “The exciting user interface!” “The time and energy savings!” But at the end of every transaction is a human being. If they’re not properly trained and

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THE FINANCIAL BRAND INSIGHTS FALL 2022

THE FINANCIAL BRAND INSIGHTS FALL 2022

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