Imagine this scenario: a lawyer and a client, separated by thousands of miles, need to decide if they’re going to accept a settlement by the 5 p.m. deadline. They planned on connecting over the phone at 4 p.m. to come to a decision, but the client is too busy with another meeting. Thankfully, with the help of Unified Communications, they are able to connect via instant messaging and discuss the settlement (without having to leave the meeting), reaching a decision before the deadline passes.
The banking sector has been through a lot for the past 6 years. Starting with the 2008 financial meltdown and continuing with a perpetual lack of customer trust, the banking industry seemed to be on a continuous downward spiral.
Yet, there are signs that banks have finally learned their lessons and have managed to turnaround consumers’ confidence. The 2014 Ernst & Young Global Consumer Banking Survey shows that consumer confidence in banks has risen 50% versus previous year. The report goes on to state that this increase is not the result of consumers turning back to “normal” but rather the result of banks taking an active stance on building trust again. And this trust resides on customer experience.