By 2020, 85% of customer interactions will be managed without a human, according to a recent Gartner report.
Amplero VP of Scientific Marketing Strategies Glenn Pingul and Novantas Director Sarah Welch covered the rise of artificial intelligence marketing (AIM) technologies in retail banking at the 2017 SaleScape Symposium this week.
Speaking with executives from Fortune 1000 banks, Pingul and Welch discussed AI’s impact to to banking customer service in terms of three key ways:
- Machine-intuited, omni-channel insights from digital channels are delivered to the customer representative to contextualize and optimize customer interactions.
- In-branch experiences are applied back to digital touchpoints to personalize mobile and desktop banking experiences.
- Omni-channel customer experiences are continuously optimized against channel-specific experiences to orchestrate KPI growth.
While 49% of banking executives believe the traditional transactional banking model will be dead by 2020, according a recent report from The Economist, Pingul says it won’t be deceased—just different.
“Look at how Amazon is currently investing heavily in physical stores. They realize the tremendous value in having a physical presence to augment their digital experience,” Pingul says. “Likewise, banks will see branches evolve from places to deposit checks into consultative centers assisted by AI to deliver seamless, high-value customer experiences.”
To learn more about how AI is currently addressing banking’s digital debt, download Amplero's latest AI and banking guide or schedule a 1:1 demo of the Amplero AIM Platform.
Glenn Pingul is VP of Scientific Marketing Strategies for Amplero, an Artificial Intelligence Marketing (AIM) platform that helps enterprises better connect with their customers. Prior to joining Amplero, he was a co-founder of the online video advertising ad tech company, Mixpo, where he was VP of marketing.
He has an extensive background developing digital marketing, analytics, and loyalty and retention strategies while serving in executive level positions at T-Mobile USA, Nordstrom.com/Inc., AirTouch Wireless (Verizon Wireless), Starbucks.com and The American Express Company.
Digital disruption is moving the banking industry worldwide towards a multi-channel sales model, and impacting the way banks serve customers. The purpose, function and format of the branch is changing, while the bank tries hard to build lasting customer attachments in a constantly evolving virtual world.
The bar is not just rising, its moving entirely. To lead effectively, you not only need to be thinking long term about the changing roles of your people, their skills, and incentives, but also about the role of management in the digital age. We see a radically new set of management skills and processes needed to manage local and distributed workforces.
At the 2017 SalesScape Symposium, we’ll explore the transition from traditional branch-based sales, service and management to the new remote, market-based delivery system enabled by digital advancements.
Headquartered in Seattle, Amplero is an Artificial Intelligence Marketing (AIM) company that enables business-to-consumer (B2C) marketers at global brands to optimize customer lifetime value at a scale that is not humanly possible.
Unlike traditional rules-based marketing automation systems, Amplero’s Artificial Intelligence Marketing Platform leverages machine learning and multi-armed bandit experimentation to dynamically test thousands of permutations to adaptively optimize every customer interaction and maximize customer lifetime value and loyalty.
With Amplero, marketers in competitive, customer-obsessed industries like telecom, banking, gaming and consumer tech are currently seeing measurable lift across key performance indicators—including 1-3% incremental growth in customer topline revenue and 3-5x lift in retention rates.
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