At the recent Temenos Community Forum held in Copenhagen, Barb Morgan, the Chief Product and Technology Officer at Temenos, emphasized the precarious nature of trust within the banking sector. During her keynote address, Morgan underscored the critical importance of recognizing that trust can evaporate in an instant, particularly in customer interactions. She pointed out that banks must focus on identifying the most vulnerable aspects of their customer experience to reinforce trust and loyalty. Among these, she noted that low-volume areas are often underestimated yet can significantly impact customers' lives, highlighting the need for banks to be vigilant in all aspects of their service delivery.
Source: Finextra
