As the world went into lockdown in March 2020, banks, insurers and financial services, just like most industries, found themselves facing a period of unprecedented change and digitization. Within days, previously human-based service interactions were jeopardized, face-to-face appointments became obsolete and call centres were overwhelmed with delays and challenges in sending communications.

It can be argued that the need for a digital customer experience has never been stronger and that customers more than ever, are relying on consistent communication from their merchants: with communications that are timely, efficient and consistent across all channels.

This report from our recent Exchange, sheds light on a discussion held between CX professionals from the Banking, Financial Services and Insurance Industries on September 16th 2020, on how their respective organizations’ digital customer experience has been impacted in the light of the pandemic and how they see priorities changing as the world is drifting between a “new” and an “old normal”.

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