Celine Allain, Senior BFSI Industry Lead, Bold 360 joins us for our ongoing series – FTT Chats – where we sit down with the great and the good of FinTech to discuss innovation, new entrants, and emerging technologies.
In this FTT Chat, Celine discusses learning how to meet current customer expectations, and banking in the time of COVID-19.
“I think digital age has trained customers to expect immediate outcomes. It’s no longer just about being friendly, consumers expect brands to listen and also to be ready to respond,” says Allain. “I think things like Netflix or Amazon Prime or Google have really trained consumers to want things immediately and at any time. A traditional contact centre opening between Monday to Friday – 9:00 am to 5:00 pm – I don’t think that’s good enough now.”
Watch the full interview now: