Vizolution CEO Bill Safran shared his unique CX tech insights at a ‘High Touch vs High Tech’ roundtable discussion at one of Europe’s largest fintech events, FinTech Connect.
The discussion explored the relative benefits of high tech and high touch approaches to customer experience. While high tech digital solutions may be the optimal way of completing simple processes, they often fail when customers attempt to complete more complicated, high-stake transactions. Despite being more convenient and lower cost, customers ultimately end up reverting to in-person interactions where staff can reassure the customer, and personalise the journey, as well as facilitate a single ‘one stop’ service.
At Vizolution, however, we believe it needn’t be high tech vs high touch. In fact, we believe the optimal customer experience is one that combines the best of both worlds and offers the benefits of face-to-face interactions with the convenience and low cost of digital channels.
Our innovative digital suite allows customers and agents interacting remotely, over the phone or online, to share, display, exchange, complete, verify and sign documents as if they were face to face.
Mr Safran was joined by Antonina Skrypnvk, Head of Financial Services Lab, SoftServe; Angus Stewart, CEO of Property Master, Kat Robinson, Retail and Business Current Accounts Director at Metro Bank and Jamie Campbell, Marketing Lead at Bud.
The interesting and insightful FinTech Connect discussion was moderated by Bob Meara, Senior Analyst at Celent. Click below to hear all of Mr Safran’s contributions.