April 02 - 03, 2024
Hyatt Regency New Orleans, LA
Like organizations in other industries, those in the financial services sector have spent much of the past year adapting their customer service strategies to match changing consumer habits. This report explores how financial services firms’ CX strategies have changed over the past year, providing comparisons to the results from Microsoft’s similar report from a year previous, entitled “Customer Experience Trends in Financial Services.” It also provides recommendations for readers’ next steps and identifies industry leaders’ expectations for 2022.
Technology such as AI and chatbots can have a dramatically positive impact on the customer experience in the financial industry. But financial institutions need to strike a fine balance between leaning into technologies that can provide better, faster service to customers versus maintaining a human touch where needed. This report explores how financial institutions can retain the human touch that is so important in their consumer interactions while leveraging the latest customer-facing technologies, such as AI, automation, and advanced customer interfaces.
In our new Digital Innovation Briefing, we’re giving you an exclusive look at how organizations such as Citi, TD Bank, Goldman Sachs and BNY Mellon are transforming their digital experiences in 2022 and beyond.
The financial sector was already undergoing a digital sea-change due to changing market factors. Non-traditional banks, online lenders, and other new financial players have now become serious competition for even the largest financial institutions. But the COVID-19 crisis also led many financial organizations to innovate and embrace hard-won lessons about who their customers are and what they want from their financial service providers. In this report, we explore how the customer experience has changed in the financial services industry since the events of 2020 and what the future of CX looks like for banks, insurance companies, and capital markets groups.
The concept of CX hinges on satisfaction. Human-centered design challenges organizations to deliver experiences that are based on more than just efficiency. While that is certainly an important element of CX projects, building a brand identity that is memorable for its ability to emphasize the personal can be an even greater and more rewarding challenge. This newly released research report will give you insights on what your customers expect, as well as where your peers are being most challenged to deliver a customer experience that goes beyond expectations to create meaningful connections and customer peace of mind. Download your copy now!