No question, digital transformation efforts have made it easier for banks and financial services organizations to communicate more effectively with customers. But this has created a gap. With more offers going out to customers, and more transactions being completed online, it’s harder than ever before for employees and advisors to keep pace—let alone have the knowledge and confidence to answer customer questions correctly. The consequence? Depending on who your customers talk to, they receive different levels of service. And this means there’s a huge risk they aren’t providing the right information—which could cost you their business and your reputation.
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