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Research Outline
Prepared for nigel | Delivered October 22, 2019
Face to Face Engagement in Banking
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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.
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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".
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