Watch the interview now!

For this edition of FTT Chats – our ongoing series where we sit down with the great and the good of FinTech to discuss innovation, new entrants, and emerging technologies – we were joined by two speakers from LogMeIn, Nick Pegram, Director, specialising in AI Products and Celine Allain, Financial Lead.

Pegram and Allain discussed some of the findings in the recent report, Empowering Employees to Deliver on the Promise of Customer Centricity as well as reflecting on the impact of the ongoing health crisis. Customer engagement and a great customer experience were important themes and topics in the report and remain crucial parts of the road map for financial institutions.

They touched on the people, processes and tools that can help institutions meet those goals, including the potential of chatbots to support customer-facing employees to deliver much better outcomes whilst freeing their time to deal with more complex issues. As Allain notes ‘AI is here to stay’ and is a ‘key member of your employee’s teams’.

The sudden shift to remote working required teams to have the right digital tools to continue to effectively serve customers as they would in a face-to-face experience. Pegram noted how a crisis made banks (and others) realise that employees can work from anywhere, improving the quality of life for many without compromising on customer service/business experience, security and efficiency.

Turning to the future of the bank branch and noting the ongoing trend of decreasing branch footfall, accelerated by necessity during the pandemic, Pegram noted the urgency of creating exceptional customer experience. He highlighted the needs, in particular, of smaller banks and building societies, whose differentiator, historically, has been their understanding of and experience offered to, customers/members. AI, he noted, is an opportunity for them to retain that advantage driven by customer/member focused knowledge and experience.

Listen to the full interview to learn more and hear more about the Future of the Branch at the upcoming FTT Virtual Focus on 22nd October 2020.

LogMeIn will also be digging deep into customer experience as part of FTT Virtual Building Societies.