How banks can address disconnects between automation and CX

Bridging the gap between customer experience and digital transformation is critical for financial institutions (FIs) to ensure customers stay engaged.  

Providing customers with options on transactions like automatic bill payments are just one way for banks to assure consumers that financial decisions are their own and making certain they are not blindsided, Shane Berry, head of customer experience (CX) at San Francisco-based card issuer Mission Lane, tells Bank Automation News in this episode of “The Buzz” podcast.