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How to Humanize Digital Experiences in Banking
In a digital world, consumers can acquire enough information about a product or service on a smartphone or online to make a purchase decision without ever asking a question of a customer service representative or walking into a physical store (branch). Whether a consumer wants to buy a protein bar or new automobile, they can now leverage digital channels at each step of the customer decision journey, bypassing the traditional step-by-step sales funnel behavior.
In this exclusive interview, Abigail Posner, Director of Strategy for Google's Brand Unit, discusses the importance of having an…
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