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Playing Offense in a Recession: How Banks are Reducing Costs While Shifting to the Next Phase of Digital Customer Engagement

Celent gives banks advice on ways to reduce costs in CCM software while improving digital customer experience.

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During challenging economic conditions, IT budgets get trimmed, and you’re under pressure to do more with less. Yet financial institutions that slow down investment in digital customer engagement will find it challenging to compete for wallet share and loyalty.  

So where can you invest in changes that improve customer experience while reducing costs at the same time?   

According to the analyst firm Celent, when it comes to customer communications management (CCM) systems, financial institutions can take some key steps to gain business agility, support on-demand digital customer interactions, and support conversational banking. 

Read this custom Celent report to get inspired on how to play offense during a recession. You’ll read advice on how to deliver anywhere/anytime customer engagement across your financial institution – with an eye on identifying real budget savings.