Digital interaction is the new normal for all of us, and digitally native millenials are a generation of switchers, with a reputation for being cost conscious, requiring lower levels of face-to-face service, and having a heavy bias towards social media. Ignore the digital requirements and instant, cost-effective servicing expectations of your customers at your peril!
However digital interaction requires transparency and accountability – two factors that your Compliance and Risk Officers are acutely aware of. In order for digital transformation projects to be successful, you must be certain that a complete audit trail of all digital interactions can be maintained.