Changing communication channels and the increase in digital usage has created higher client demands regarding the services that they consume.
This includes redesigning the customer experience to respond better to these new expectations:
- Ease of use: access to services needs to be easy and intuitive
- Speed - immediacy even - in delivering services and processing complaints
- Security of data and exchanges: guarantee the protection of personal data and the confidentiality of transactions
- Personalizing services and communication channels: constantly adapting to the customer