Being Human means having relationships. We are, after all, social animals. Remove us from our social context and we will get sick, even die. Give us technology, we will make it a social tool. It is not a surprise ten that adage "business is about relationships" proves true again and again.
Over the last 10 years, most financial institutions have found it increasingly more difficult to respond to the needs of their customers and members in a timely fashion. The smartphone unleashed a tsunami of smart device types from tablets to televisions sets, cars, refrigerators and more. It also unlocked the door for tech giants to offer digital experiences that now defined the expectations customers and members have when they interact with their banks or credit unions via any digital channels.
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Gartner [Empathic Banking: CIOs Can Drive New Revenue by Anticipating Customers' Needs], [Stessa B Cohen], [27April 2017]