Bank on Wipfli · 2025-07-29 · 37 min
How can companies deliver secure digital customer experiences without sacrificing customer convenience? In this episode of Bank on Wipfli, we explore how organizations can break the traditional trade-off between security and ease of use in digital workflows. Wipfli’s Robert Zondag, partner, talks with Tracy Fox, co-founder and chief revenue officer of Botdoc, about the future of secure customer engagement, including: • The 72% disconnect between companies’ perceived customer experience and actual customer satisfaction. • The impact of friction-filled security processes on customer drop-off and delays. • How COVID accelerated digital transformation and created demand for remote, seamless workflows. • The role of fluid, modular workflow automation in reducing friction and improving outcomes. • Why companies must rethink “sharing” vs. “sending” data to meet customer expectations.
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