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Digital banking: moving beyond service efficacy

The move to hyper-personalisation means that banks should be using technology to build long-term and active relationships with their customers on a personal level.

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More often than not, banks are not proactively providing fee alerts, flagging cashback caps, helping with spending targets or even offering quick access to a contact centre agent when needed.

BANKS are working hard to promote digital service channels. Online banking, mobile apps and advanced ATMs not only meet customers' ever-growing demands for increased control and convenience, but also reduce the need for physical bank branches or the number of service staff needed to serve us. It

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