In response to the multitude of financial services, channels and options available to consumers, many market players are looking to customer experience (CX) as a key differentiator to expand customer lifetime values and retention rates. This approach appears to have merit, with more than 80% of CX Network’s financial services expert research panel having witnessed that customers are indeed willing to spend more on convenience.
Even though innovation can be extremely challenging to implement in the highly-regulated financial industry – due to all upgrades needing to be balanced with legal compliance, security and stability – financial institutions must meet or exceed consumer expectations around customer experience. Only then will existing clientele stay and new clients come onboard.
In this eBook, CX Network examines insight from three leading CX experts on the key points flagged by our research panel on removing points of friction in customer journeys and boosting customer loyalty in financial services.
Download this ebook to access practical tips on:
- Keeping up with the CX standards set by industry disruptors
- Being agile and empathetic to customer needs
- Building a consistent customer-focused channel strategy
- Being prepared to fight your customer’s battles in VoC projects