The (future) customer becomes the initiator of the relationship. It is therefore appropriate to first identify the expected points of contact and the channels used according to a context and an emotion. The challenge will then be to propose a dialogue that meets the expectations of the (future) customer.
Excessive digitalization (some banks are returning to it and customer relations centers are also changing) belgium telegram data is not the point. It is about proposing a phygital and omnichannel approach.
That is to say, thinking about multiple and linked points of contact (hence the importance of the data governance strategy).
This approach will also be based on the paths and the creation of a link between expected points of contact and response(s) proposed by the bank (some will speak of a service blueprint) and the implementation of tools or the evolution of existing tools.
Similarly, the advisor is not directly involved in these projects (even if it is always strongly recommended to include him in the discussions). His work organization will be directly impacted. Indeed, how can he respond reactively to multiple requests if his organization asks him to have a schedule full of appointments over the 15 rolling days and if he has not been trained in the use of the tools in a professional setting.