Shifting the Digital Customer Service Experience (with Dan Michaeli)

Brief Summary of Episode #223

I’m fascinated by the shift we’ve seen in the digital customer service experience over the last decade.

Of course, the pandemic put us on the fast track to digital transformation through multiple communication mediums.

But as Dan Michaeli, CEO and Co-Founder of Glia, told me, FIs still have a long way to go.

“Most banks have an interaction pie that looks like 80 percent phone calls and 20 percent live chat.”

As Dan pointed out, many people have phased phone conversations out of their daily interactions. Yet, phone calls still dominate the customer service space.

However, the potential for change has him excited for the future.

“They are so primed to transform that part of the pie and start shifting to a more digital-centric mix,” Dan said.

FIs have an opportunity to bring messaging, audio, and video into one seamless digital customer service channel, giving customers the experience they deserve.

And as Dan stated - ultimately, a positive experience is all the customer wants.

“They don’t care about the mode. What they care about is that they’re talking to you.”

• Lessons learned about engagement in digital customer service (4:07)
• Organizational challenges holding FIs back from adapting (13:32)
• The unified experience of messaging, audio, and video (19:30)