))
421) Balancing Digital and Human Connections in Banking
Manage episode 431277268 series 3456377
Content provided by James Robert Lay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by James Robert Lay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
435 episodes
Share
