Providing a seamless digital customer experience within financial services is about establishing appropriate and convenient channels for your customers that allow them to engage with their banking provider when and where they desire, and on the channel of their choice. This article will compare the approach of multinational corporations with new digital banks and discuss empowering staff to take ownership of the customer experience and leverage new digital tools to place the customer at the heart of a proposition strategy.
Utilising customer experience software can form the foundation of a robust CX strategy. With the market for vendor solutions booming, this guide will take you through the steps to select the right vendor which will fit into your digital experience architecture, integrate seamlessly with your business and provide long term CX success.
With the rapid growth of digital touchpoints, tools and devices, the expectations for the digital customer experience are increasing exponentially. As customers turn to digital channels and devices to conduct their interactions with brands and organisations, this handy infographic will explore what the digital customer of today looks like for the Banking, Insurance and Financial Services industries.