How AI Unlocks the Data Opportunity Hiding in Your Contact Center

From The Financial Brand

Faced with rising operational costs and fragmented customer data, financial institutions are discovering that AI can transform their contact centers from cost centers into growth engines. In this article from The Financial Brand, TTEC Digital’s Caleb Johnson shares how banks and credit unions can tap into the rich, underutilized data flowing through their contact centers to drive smarter decisions and deeper customer relationships.

"The gap that we see typically inside of companies is they don’t have a unified profile of a customer… Did this person call me yesterday? Did they call me today? Did they send me an email? Was it a chat experience that went badly?" said Caleb Johnson, VP TTEC Digital, a global customer experience technology and services company. "They’re not actually able to connect all of those things together to see the repeat interactions that they have with customers across an entire journey."

Read how Johnson and other CX leaders are helping financial institutions rethink their data strategy, embrace orchestration, and build more human-centered digital experiences.