Initially service organizations focused on websites for desktop users, shifting to mobile app experiences with the proliferation of smartphones and tablets. Despite significant investment and promotion, most have failed to gain strong customer adoption of their service apps and will increasingly retire mobile app experiences in favor of messaging.
Read MoreAs digital channels increasingly displace traditional brick-and-mortar access to financial transactions, customer experience (CX) management and transformation is becoming a critical capability for large financial institutions, says Jim Miller, Vice President of the Banking and Credit Card Practice at J.D. Power, in an interview for journalists.