The customer experience for financial institutions, and customers’ perceptions of banks and credit unions, are changing. In a constantly evolving industry (and one that is evolving quicker than it ever has in the past), it’s important to take a step back and understand the current state of financial services.
At a high level, customers want more and less interaction with their financial institution simultaneously. 2019 will see increased interaction and monitoring of their financial life, but will experience more of this activity through digital, rather than in-depth and in-person interactions. They will have higher expectations of their financial institution, and think of their FI as a strategic partner in their overall financial health. Going into the future, consumers will expect their data to be better utilized, but to be even better protected as it’s being accessed.
The Critical First Steps that Put You on a Proven Path to CX Success
Improving customer experience (CX) in financial services doesn’t begin with the latest CX tools or technology—it starts with business fundamentals.