During the recent webinar sponsored by BCP and broadcast on the Facebook fanpage and YouTube channel of El Comercio, the topics of multichannel banking, personalized service, and the continued importance of physical banking agencies in providing points of contact and financial education were discussed.
Arturo Johnson, manager of the BCP Service Channels Division, emphasized the need for assistance in understanding and using financial tools, especially in areas with limited digital access. Johnson highlighted the importance of tailoring services to regional, cultural, and inclusion differences in Peru.
As part of its digital transformation, BCP has turned its agencies into spaces where customers can receive digital education, learn to use apps like Yape, and get answers to fintech questions. The goal is to create a flexible multichannel strategy that allows customers to access services through their preferred channel, whether digital or in-person.
The intention is not to solely focus on digital channels, but to provide a range of options to cater to different preferences and limitations. Johnson emphasized the importance of maintaining physical agencies as spaces where customers can ask questions, try new services, and seek assistance.
Ultimately, the goal is to make banking a more accessible and inclusive experience for all customers, regardless of their preferred channel of interaction or level of digital access. The multichannel approach adopted by BCP aims to reach a broader audience and provide a personalized and efficient service.