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Introduction

Nationwide Building Society has made specialist mortgage consultants available to customers via video.

Highlights

  • Implementing a video banking solution is not just an IT initiative. IT will be involved in building and supporting it, but if video banking is to be successfully implemented it needs to be embraced by the entire business.

Features and Benefits

  • Shows how a retail bank transformed its customer interaction using video conferencing.
  • Explains how video conferencing can improve customer access to specialist consultants at retail banks.

Key questions answered

  • How can retail banks leverage video conferencing to improve customer support?
  • How can retail banks improve customer service at physical branches by making specialists available via video?

Table of contents

Summary

  • In brief
  • Ovum view

Recommendations

  • Recommendations for financial institutions

Customer case file

  • Background
  • Replacing in-person interactions with video calls
  • Digital communications revitalize brick-and-mortar

Appendix

  • Methodology
  • Further reading
  • Author

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