The December 2022 Aite-Novarica Group report on omnichannel experience in financial services finds that despite increased digital adoption, contact centers still face high call volumes, requiring agents to manage complex inquiries under tight performance metrics. The study emphasizes shifting performance measures from purely numerical targets to service quality and customer satisfaction. It advocates layered segmentation using demographic and behavioral data to personalize service, improve interactive voice response systems, and enhance both customer and agent experiences, ultimately boosting operational efficiency and satisfaction on both ends.

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