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  "documentTitle": "2019 Global FS Consumer Study DACH",
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      "text": "rated by consumers in our survey as the most important service criterion",
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      "text": "Together, these technologies allow staff to address customers’ desire for personal contact during complex transactions, while using these in-person encounters for cross- and up-selling based on a detailed, up-to-date view of the customer’s behavior and likelihood of purchasing various offerings. AI and other predictive algorithms can also be used to forecast customer churn, allowing advisors to devote more in-person time to high-lifetime-value customers who are showing high scores for likelihood to switch providers. These technologies also allow providers to improve speed and efficiency of service—rated by consumers in our survey as the most important service criterion—by automating an increasing number of transactions, allowing customer-facing staff to focus on generating new value and delivering a high-quality customer experience in person.",
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      "text": "To offer customers greater face-to-face support, Pioneer™ Federal Credit Union has developed the myPioneer Personal Assistant app that allows customers across the United States to video conference with bank agents. The app displays both a video of the agent, as well as any relevant forms at the bottom of the page, allowing customers to sign them with their fingertip during the call. Another example of providers delivering a strong “phygital” experience is PNB MetLife India Insurance Company Limited’s virtual reality platform, which transports the customer into an insurance expert’s office where they can talk across the table. Increasing the value delivered by the high-cost advisors, who are so clearly important to customers, is a challenge for financial providers. Many are turning to a combination of RPA and AI technologies to accomplish this, using RPA to automate standard transactions and AI to surface new behavioral insights.",
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      "text": "42 2019 Accenture Global Financial Services Consumer Study",
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      "text": "CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS",
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