Enhancing Customer Experience through Personalization, Data and Self Service
Customer experience has become the key differentiator in the financial services sector. Those businesses with the best customer experience see higher rates of customer acquisition, retention and development. A recent study found banks could expect to see a 27.5% growth rate simply by improving their customer experience scores by 10%.
Adding to the challenge is the fact that today’s customers compare their service experiences not just against other banks and insurance companies, but also against the services of the most disruptive and innovative companies globally – the likes of Apple, Google and Netflix.
With that in mind, CXN Live: CX Financial Services 2021 will be focused on how to deliver best in class CX through a focus on:
Omnichannel CX – ensuring that your customer can engage with your offering via their channel of choice
Customer Self Service – enhancing transparency and access to information for customers
Customer journey mapping – identifying key touch points and fracture points in existing customer journeys
Digital process automation – tapping into the potential of automation to enhance efficiency and improve access to information
Voice of the customer – utilizing surveys, sentiment and web analysis to understand customer challenges, and ensuring this information is integrated into the wider business
Personalization – leveraging customer data to drive personalized customer interactions
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