• Ada Westerinen
• 25 Dec, 2020

Next year, we should expect to see banks and financial institutions accelerate their shift towards using customer experience as a core differentiator, and automation will become increasingly important to those efforts. Customers who have endured global lockdowns in 2020 have become accustomed to ‘digital-first’ banking, and their expectations for a frictionless experience have risen as a result. As such, we can expect to see banks looking for new ways to automate certain processes to make the
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