One bank's journey to modernize its contact center

In a 2023 technology trends report from the research and advisory firm Celent, only 18% of bank leaders surveyed named contact center transformation as a priority for customer engagement and delivery in 2023. Only branch network transformation ranked lower. In contrast, "improving digital channels and self-service capabilities" topped the list, at 63% of respondents.

It's a common thread when Celent surveys financial institutions every other year.