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 2022 will be focused on how to deliver best in class CX through a focus on:
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