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Disrupting the Customer Experience in Financial Services

Disrupting the Customer Experience in Financial Services
The banking and financial services industry has experienced rapid growth, with digital disruption causing a shift in customer expectations. Organizations today must continue to invest in their customer experience or risk their customers going elsewhere.
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Disrupting the Customer Experience in Financial Services

In This Guide

The right tools, technologies and infrastructure are essential to delivering a best-in-class customer experience in financial services. In this guide, you’ll learn:

  • The importance of CX in FinTech
  • The top challenges of digital transformation in banking
  • How an omnichannel strategy can meet the need for fast, 24/7 service
  • How to meet customer expectations with experiences
  • 5 questions to ask your CX provider [checklist]

Read the Best Practice Guide to Uncover How:

The Future of Banking is Digital
76% of consumers report that the restrictions imposed by COVID-19 led them to move into digital channels for products or services that were usually accessed in person. To meet these demands, banks are moving beyond the branch to offer online experiences that balance innovation, convenience and customer centricity.
Speed and Convenience Are Above All
Customers want fast, 24/7 service that is available on their channel of choice. When surveyed on attributes that drive brand loyalty, over half (53%) of customers said it was 24/7 support and 47% wanted fast service.
CX is Your Biggest Disruptor
One in three adults contemplates leaving a brand for good after a single negative experience. With online banking on the rise, being digital-first is not enough to ensure success and win your customers’ loyalty. Technology itself is not the real disruptor; being customer centric is.
Let Your Data Lead the Way
Banks are sitting on a gold mine of customer data that can be used to uncover valuable insights to drive better, personalized experiences. But with most data trapped in silos, financial institutions must leverage automation technologies to identify gaps and address pain points.
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