421) Balancing Digital and Human Connections in Banking

Despite the rise of digital-first and digital-only banking tools, there remains a strong desire for personal interaction in banking. Many people still prefer human interactions because they inherently trust people more than automated systems. In this episode, James Robert shares a live, real-time example of a failed attempt to connect quickly with a person at Frost Bank, showing that despite claims of easy access to human support, actual customer experiences often fall short.

Join us as we Discuss:

-Insights from Website Secret Shopping Studies (03:14)

-Case Study: Frost Bank's Human-Centric Approach (12:44)

-Live Experiment: Testing Frost Bank's Customer Service (20:13)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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