Banking Transformed with Jim Marous cover image

Using AI to Maximize Customer Personalization

Banking Transformed with Jim Marous

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The Worst Thing to Do as a Customer Is Search

One of the main reasons customers fail in a self-service interaction is due to site navigation. They couldn't find the thing that they were looking for, and that's where it is doubly painful because it was there. The customer tried to get it and then they failed and then they're very likely going to have to pick up the phone or chat and start all over again.

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