Between the physical realities of COVID-19 and rapidly evolving consumer expectations, the Financial Services market has been forced to rethink the customer experience. Many firms are rushing to get to 100-percent digital and personalise each interaction—the numbers make it easy to see why:
- 80% of touchpoints with financial institutions are now on digital channels
- 73% of customers say they’ll switch companies after one lousy service experience
- 42% of consumers “get annoyed” when content isn’t personalised
With the transition to digital comes the need to deepen trust, especially as we continue to reduce human-to-human contact. Financial services organisations must show a deep understanding of their clients in order to earn their trust—and their business.
In this guide, we'll show you how to get personal with comprehensive customer information and build trust across any and every channel so you can deliver smooth experiences and delight your clients.