Well-designed customer touchpoints are an integral part of delightful customer servicing. With technologies such as instant messaging and social media, customers are increasingly expecting brands to provide constantly accessible touchpoints in order to keep up with the always-connected digital world.
Context of Challenge
Existing touchpoints such as contact center hotlines, physical branch outlets and financial agents are usually capital and labour intensive – posing scaling challenges. How might we provide a scalable and accessible, yet cost-effective customer-centric touchpoint to serve our customers of tomorrow