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Research Outline

Prepared for nigel | Delivered October 22, 2019

Face to Face Engagement in Banking

Goals

To provide 2-3 Canadian banks and/or credit unions that are prioritizing face to face interactions with customers and any resulting success metrics associated with that.

Early Findings

Royal Bank of Canada (RBC)

  • The Royal Bank of Canada (RBC), through a partnership with Vidyo, now offers its customers a means to have face-to-face conversations with their banker online.
  • This move has made "RBC the first bank in Canada to offer immersive, remote video chat to small business customers across North America — for free".
  • The bank's customers can now interact face-to-face with their bankers from any location on any device.
  • After launching the new technology, RBC witnessed an "increase in customer satisfaction".
  • Also, RBC ranked as the bank with the "highest in customer satisfaction".