Due to the COVID-19 pandemic, people are interacting digitally with their banks more than ever before. And with ever-rising customer expectations on the digital front, personalization and customer excellence should be front and center to bank’s digitalization strategies.
Because of COVID-19, the European Commission encouraged banks to accelerate their digital agenda in order to ensure remote access to financial products and safeguard their balance sheets. Banks should heed this challenge, because the extent to which they can proactively offer relevant services – especially in times of crises like these – is key to maintaining customer relevance.