McKinsey
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McKinsey
Single Chart
Financial Services
Operational Efficiency
Vertical bar chart showing % breakdown of global card servicing interactions by channel (Chat, Phone Voice Response, Customer Care Professional) from 2019–2024F, along with associated costs and interaction per transaction metric.
The slide highlights a shift in customer service preferences toward chat interactions, increasing from 6% in 2019 to a forecasted 23% in 2024. It also correlates interaction types with costs and shows a steady decline in interactions per 100 transactions, implying greater servicing efficiency.
customer service, chat, servicing, digital shift, cost efficiency, forecasting, interactions, voice response, professional care, card services
date
…and an acceleration of chat servicing to meet evolving customer preferences Note: Subtotals may not foot due to rounding; (1) Transactions represent global merchant transactions on proprietary issued cards. Excludes ATM transactions and balance transfers. Cost