What does a great customer experience in financial services look like today? According to over three-quarters of Americans, it’s digital-first. For innovative, online-only fintechs, that’s great news. But for traditional financial services institutions (FSIs), it’s a call to action to level up the digital experiences they offer their customers — fast.
The challenge? A renewed focus on cost savings, efficiency, and productivity means leading FSIs must hit ambitious targets without sacrificing any of the convenience and personalised attention their customers and clients expect. To understand what’s next, we developed “Doing More With Less — How Financial Service Professionals Are Leaning Into New Service Trends.” Inside the report, we explain how high-performing insurers, bankers, and wealth managers can use artificial intelligence, automation, and omnichannel experiences to improve efficiency and customer engagement.
- Insurers are boosting agent and field service capabilities to improve customer satisfaction
- Bankers and wealth management organisations are unifying customer data across departments
- Service leaders are innovating in their contact centres to deliver personalised, consistent customer service