Connecting customer-centric technology with a seamless digital customer experience is an ideal way to win brand loyalty. Customers are looking for convenient and simplified ways to engage with brands wherever and however they wish. But even so, brands cannot simply opt for a 100% completely digital customer experience. Not yet, anyway. There is a delicate balance that must be achieved.
This approach lies at the heart of Nationwide Building Society’s retail banking strategy.
In an effort to transform both its branch and digital....