Searching for Answers: Meeting Digital Customers' Discovery Needs & Expectations

One in 10 digital banking customers complains that “it’s hard to find services, products, and information that I need.” Helping consumers discover new features, services, and products is critical to deepening relationships with these digital-first consumers. Digital banking expectations are often driven by customers’ digital experiences outside of banking, where a simple search bar is often a primary engagement tool. Fewer than 1 in 3 top banks, however, offer any search tools through digital banking.

Join Emmett Higdon and Mark Schwanhausser as they discuss the critical and evolving role that search plays in meeting these expectations, driving satisfaction, and deepening digital engagement. They will explore:

• The impact that search has on adoption, servicing, and satisfaction 
• The ongoing role that search plays, even as chat bots and virtual assistants take center stage
• How search experiences differ between banks’ public and secure sites