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43 Questions for Improving Customer Service in the Banking Industry

43 questions for improving customer service in the banking industry ebook

There’s a new baseline for the banking experience. People expect more channels, more capabilities, and things to move at a faster pace. Customers and members want their banks to provide more than just service; they want insights, guidance, and relevant recommendations. 

There’s got to be a better way.

Improving customer service is key, as it has been for a while. The problem lies in the fact that many institutions were left in the dust and debris created by the pandemic and its rapid response requirements.

If your firm doesn’t have the right platform to help catch up — you need to get one. These questions are designed to help you better understand the current state of your technology stack as it pertains to your employee, customer, and member experience. 

Use this questionnaire to guide conversations with internal stakeholders as you identify your needs when it comes to people, processes, and tools. 


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