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
Providing a seamless digital customer experience within financial services is about establishing appropriate and convenient channels for your customers that allow them to engage with their banking provider when and where they desire, and on the channel of their choice. This article will compare the approach of multinational corporations with new digital banks and discuss empowering staff to take ownership of the customer experience and leverage new digital tools to place the customer at the heart of a proposition strategy.
Utilising customer experience software can form the foundation of a robust CX strategy. With the market for vendor solutions booming, this guide will take you through the steps to select the right vendor which will fit into your digital experience architecture, integrate seamlessly with your business and provide long term CX success.
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.