Engaging Customers Across a Growing Range of Channels and Platforms

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EPISODE 4: Nowadays, there is no one-size-fits-all approach to meeting the needs of every customer – some prefer banking digitally, some in physical branches and many want both options. There’s a clear demand for a service roll out on multiple platforms, but this can get complicated fast. How best can FS organisations manage this complexity end-to-end and what new channels offer unique ways to engage customers?

In this episode Warren Buckley, the Global Head of Channel Optimisation and Contact Centres for Retail Banking and Wealth Management at HSBC joins Rowena Maxwell, Managing Director at Accenture to navigate the nuances of customer channel choice and to discuss how to put people at the heart of your multi-channel engagement strategy.

Talking Shop by MarketforceLive is the podcast for financial services professionals looking to transform and optimise their business growth. Accenture experts join insiders from Starling Bank, Aviva, Anorak and HSBC to dissect a different topic in each episode. The series will cover:

Episode 1: Serving a Million Markets of One: Delivering Customer Service Excellence 
Episode 2: Driving Growth in Insurance Through Advanced Personalisation and Value-Added Services 
Episode 3: Tackling the Future Data Economy: the Quest for New Revenue Streams 
Episode 4: Engaging Customers Across a Growing Range of Channels and Platforms

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About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 482,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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