For banks and financial institutions, the demand for digital customer experience can no longer be ignored. Financial services organizations are focusing on engaging and enhancing the customer experience for their diverse client portfolios, and for banking clients that means developing a better, digital customer experience. This digital push presents both challenges and opportunities for banks. It has also transformed customer expectations to have a customer experience that is simple, fast, personalized, continuous and integrated. No longer is the emphasis solely on embracing the digital age – it now becomes about a seamless integration of customer service channels to attract, engage, and retain today’s connected banking customer.
After all, the shift has gone from the traditional face-to-face client relationship model to digital self-service where the majority of the power resides with the customer. With already 70% of US customers preferring to use a company’s website to get answers to their questions rather than use phone or email, it is critical for financial services organizations to deliver an immersive and connected digital experience for their customer. In addition to these compelling stats is Gartner’s projection that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. To position themselves for a competitive advantage, leading banks are striving to differentiate not only their products and services, but are also increasingly focused on a differentiated customer experience strategy to develop a deeper understanding of customer needs by staying connected to their customers – anytime, anywhere, and on any channel. Are your digital solutions optimized to deliver for the current and future needs of the digitally connected customer?
Join our webinar titled, Banking Leaders: The Gift of Digital Customer Experience on December 6th to learn more about how leading retail banks are optimizing their digital solutions to strengthen the customer experience strategy. You’ll learn how today’s state-of-the-art digital solutions can optimize customer experience satisfaction rates, increase revenues and deepen relationships.
Register for the webinar to learn more about:
- How Banks can experience reduced customer effort, improved CSAT, and lower operational costs.
- Generating revenue through relevant cross-selling and upselling.
- How intent-driven engagement can help banks achieve click-through and conversion improvements of 10X or more.