During a recent webinar sponsored by BCP and broadcast on the Facebook fan page and YouTube channel of El Comercio, discussions centered on multichannel services, personalization in banking, and the continued importance of physical banking agencies as points of contact and financial education. Arturo Johnson, manager of the BCP Service Channels Division, highlighted the need to help people, especially in less digital areas, understand and utilize financial tools linked to technology.
Johnson explained that the BCP has transformed its agencies into spaces where customers can receive digital education, learn to use apps like Yape, and get answers to fintech questions. The bank has adopted a multichannel strategy that allows customers to access services through the channel that is most convenient for them, whether digital or in-person. The goal is to reach a broader audience, including those who still prefer physical interaction or have limitations in digital access.
The intention is not just to maintain physical agencies or move everything to digital channels but to provide flexibility for customers to choose the channel that suits them best. Johnson emphasized the importance of making the bank a place where customers feel welcome to ask questions, try new services and seek answers to their financial inquiries. This approach aims to create a positive and engaging customer experience for all.
