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Understand customer experience challenges your clients are facing today by downloading this industry exclusive ebook.
The ebook includes key insights form Nordea Bank, Standard Life, Innovation Bubble, Genworth and cross industry companies including Amazon.com, Disney, PayPal and more.
With their long history and important role in global society, financial institutions have traditionally been characterised as being conservative and risk averse. Enter social media. An open platform for customers to review their experiences, air grievances, freely share opinion and details about interactions with the organisations they choose to engage with. To the ears of a highly regulated industry, not used to this level of transparency, this sounds remarkably like a threat! But is it? In this in-depth article Customer Management IQ explore:
- Why financial institutions can’t ignore social media
- Social media as a customer service tool
- How can financial services companies remain compliant?
- The risks vs. rewards of implementing a social media strategy for financial institutions
- The challenges of resource allocation
An interview with Stephen Ingledew, Managing Director, Customers and Marketing at Standard Life
Customer Management IQ spoke with Stephen Ingledew, Managing Director, Customers and Marketing at Standard Life about the current customer experience evolution in financial services. In this interview Ingledew shares top tips for inspiring advocacy and loyalty in the customer and his insights on engaging with your customers at an emotional level.
Understand how your clients can build on their customer confidence and leverage a stronger confidence level to build loyalty and to serve as a defence against new market entrants.
CX Network have teamed up with key speaker Jim Marous, publisher of Retail Banking Strategies for The Financial Brand, to put together this new infographic looking at trends in customers’ loyalty, engagement, and satisfaction in the banking industry.
Today's advancing digital capabilies are breeding a culture of tech savvy customers. Financial services companies are expected to perform consistently to meet rising client expectations and provide a seamless brand and customer experience. Download our infographic to find out more about current user expectations for an omni-channel customer experience in financial services.
In order to remain competitive in a saturated market, financial institutions are endeavouring to shift power into the hands of the consumer by introducing elements of personalisation into their customer experience model. CX Network spoke exclusively to Tristan Thomas, Head of Marketing & Community, Monzo about taking personalisation to a new level in the industry.
Organisations need to ensure they are meeting the needs of their customers through a customer-centric culture in order to retain their customer base; this is integral to business success in a highly saturated marketplace. CX Network spoke exclusively to two industry experts about the key challenges, obstacles and solutions in creating a customer-centric culture in the financial services industry.
Rachel Haworth, Customer Experience Director, Coventry Building Society presented a case study on How Coventry Building Society Used Culture to Improve the Customer Experience, focusing on understanding customers, achieving a stable and long lasting customer centric culture as well as the relationship between employee experience and customer experience.