Tips & Takeaways | 3-min read

5 Digital Banking Trends Transforming Customer and Employee Experience in 2021


Like many industries, the banking industry was upended by the COVID-19 pandemic. Today, banks are looking to reduce operating costs while simultaneously transform the customer experience and adapt to work-from-home arrangements as they move into a post-pandemic reality.

The race to retain customers and fend off competitors leaves no room for error. Download our Tips & Takeaways for 5 key digital banking trends that are essential for building relevance in a new financial landscape.


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Emerge stronger with a renewed customer focus

Customer experience is one of the few remaining competitive differentiators. But customers are fickle. We offer integrated customer experience solutions to help firms acquire, grow, retain, and serve their customers—even the fickle ones.

  • Automation and AI: Drive service costs down by empowering customer self-service and by augmenting the associate experience.
  • Conversational messaging: Gain a competitive edge with TTEC’s Humanify® messaging platform, strategic program designs, seasoned conversational designers, and universal associates.
  • Training and Onboarding: Reduce spend and improve performance with the right teams for your brand.
  • Customer Care: We help you find, acquire, and engage customers across all channels.
  • Omnichannel Technology: We help you realize business results of optimized, omnichannel orchestration so you can deliver the CX your customers demand.

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5 Digital Banking Trends Transforming Customer and Employee Experience in 2021