The customer expectation gap is nothing new. Simply put, the gap is the difference between what a customer expects from an interaction and what they actually receive. Expectations are subjective and based on many things like: past experience, family, lifestyle, personality, demographics, life stages, behaviors and more. So, no two consumer expectations are the same.
Over the years, automation in financial institutions made headway from old ledger machines to software systems that automate just about any process. But, we are finding that we aren’t as efficient as we should be.