Here is a summary of the article in one paragraph: To transform customer service for financial services, institutions must prioritize comprehensive agent training to educate employees on regulations, financial solutions, and identity verification processes. They must also be transparent about data privacy by complying with regulatory requirements and communicating clearly with customers about how their data is stored and protected. Additionally, creating personalized experiences across channels using data from previous interactions can improve retention, while engaging customers across all channels, including digital and physical ones, provides a consistent experience. Offering proactive support through alerts and notifications, as well as lower response times with automation and self-service tools like chatbots and interactive voice response, can also help build trust and loyalty. By implementing these strategies, financial institutions can increase customer retention and reduce costs.