Human made sales and digital sales

We are approaching a time when digital sales in corporate banking will catch up to, and eventually surpass, sales made by humans.

What role will humans have in the sales process, and how will this impact our customer care team?

Things will change. If we look at the entire client lifecycle from start to finish, such as ‘awareness -> acquisition -> first transaction -> usage -> retention,’ the main focus is on awareness and acquisition. The other stages aren't truly part of the sales process, you could argue. Right?

Are we achieving significant goals with steady acquisition numbers, yet low usage and high customer turnover rates? Definitely not.

Will we have completely developed, flawless digital sales based on conversions? In the foreseeable future, the answer is no.

Are we currently making substantial investments to reduce the amount of basic inquiries arising from inconsistencies in product offerings and a lack of educational practices? Yes.

Given what we've discussed before, I believe that our support service in corporate banking will shift its attention from resolving operational issues with clients to actively aiding imperfect aspects of digital sales, eventually moving towards the next stages in the client lifecycle. This transformation will gradually transition our customer care team into a customer success team.