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The Video Meeting Fallacy: Why video alone isn't enough


As the pandemic shook up every aspect of working life, the urgency of digital transformation rapidly accelerated. However, the reach of this impulse didn’t stop at our home desks. Customer demands went digital too, creating a preference for rapid communication channels and bringing the digital directive to the fore of financial services.

Among financial institutions, the response to the global crisis was largely reactive, where providers instinctively fell back on the video meeting to patch over the absence of in-person touchpoints. As a temporary fix, the video format sufficed. What this approach lacked, however, were the qualities of customer-centricity and dynamism that are so vital to customer experience offerings. With the overreliance on video set in motion, the benchmark for customer services fell short of what was needed: digital innovation. 

The video meeting offers financial institutions a powerful touchpoint—but it requires a lighter touch. It’s time we rethink our usage of video solutions and see how they slot into an omnichannel customer experience: one that offers the luxury of choice, seamlessly adapting to the diverse needs of today’s financial clientele. 

Read the full blog post on the UK Finance Associate website here.