Changing customer behaviours and heightened expectations, which are being informed by out of sector experience and driven by technology, have a very specific implication for financial services firms: Your customer experience is your competitive advantage. Adapt or be overtaken.
“For the average Big 4 bank, a top 100 ranking for customer experience excellence would equate to an additional £3.7bn in revenues over the next three years, based on data from analyst forecasts.” – KPMG Nunwood – Banking the Customer Experience Dividend Report
Banks and non-bank financial institutions have a sharp focus on developing cohesive, simple and bespoke CX strategies in order to build customer loyalty, deepen product engagement and regain trust. These experiences have to be consistent across products and channels in order to offer a frictionless experience and deliver on promises made. Placing the customer at the heart of everything a bank does is a must as financial services firms try to build experiences that compare and compete with the very best out of sector digital journeys.
FinTech Network will be hosting the Customer Experience Conference for Financial Services in London on October 25-26, 2016. The objective of CXC 2016 is to provide world class content that will enable financial services players to deepen customer engagement through the development of an omni-channel and frictionless customer experience journey, enabled by innovative technology.
The programme features in depth use case presentations from leading financial services organisations including AIG, Barclays, Bank of Ireland, BBVA, Deutsche Bank, Lloyds, MasterCard and Standard Life. These companies will share original content around how they are building customer journeys and products able to meet the rapidly changing expectations of the consumer in the digital age.