For many, the ongoing COVID-19 pandemic ushered in a world unlike any other we ever experienced. As vast chunks of the global economy are temporarily shut down, much of daily life shifted from the physical world to the virtual one and enterprises are forced to find new ways to work. Vaulting to the top of the agenda for many enterprises are ongoing efforts to reimagine the customer experience (CX), which has emerged to be a critical differentiator amid the pandemic.
Digital has altered the fundamental architecture of how financial institutions operate and serve their customers, who now expect highly personalised and relevant experiences. By leveraging the power of phygital, financial institutions will continue to innovate and provide convenient solutions to customers.