Humanizing Customer Service for the Post-COVID Consumer


For the Harland Clarke 2021 TrendWatch report, financial institutions were polled about how COVID-19 has affected the way they conduct business and connect with customers.

More than 57 percent of respondents reported accelerating their digital transformation initiatives post COVID, channeling customers to the digital environment for activities they would normally perform in a branch.

While technology and innovation have transformed how consumers and companies interact, one truth remains: consumers need human interaction. The pandemic raised the bar for empathy and human connection. To truly drive emotional engagement with customers, financial institutions will need to embrace the role of contact centers as they balance digitalization with highly personalized human connection.

Read Harland Clarke’s full report on customer contact centers here. 


Harland Clarke is a strategic partner with BBOK to help community banks grow check revenue, acquire customers and enhance customer service.