DIGITIZING FINANCIAL SERVICES FOR BETTER CUSTOMER EXPERIENCE

 In a world of thriving businesses aided with the latest technological advancements, it’s no new news that automation has contributed to the growth of most of these businesses.

Several companies, corporations and businesses rely on these advancements to generate revenue and propel their business further.

Alongside their efforts, recognizing that the world is on the verge of a new future that is being ushered into by technology, these businesses owe a significant amount of their success to being up to date with the latest trends. This allows them to transform their overall business ethics and in turn has an influence on the customer experience.

Whether it’s a B2B or B2C business, the end point and perhaps the main goal with each interaction and transaction is the customer’s satisfaction.

Keeping this in mind, it’s safe to say that the customer experience for every service rendered by a business is the pivotal role and point of success for that business.

It’s apparent that Customer service is increasingly moving towards the digital realm as is everything else. It’s also obvious that digital transformation is a prerequisite for relevant and outstanding customer service.

In the financial sector particularly, today’s customers judge their experiences not only compared to those delivered by other players in the sector (both traditional and digital-first banks) but also to services offered by tech giants like Google and Amazon.

Based on the major customer experience trends for 2021, it is apparent that the pandemic has increased the existing trends and raised customer expectations. A combination of digital, economic, and social changes the world had experienced in the past year has changed what customers expect from the sector.

However, one thing remains clear, the importance of positive customer experiences has never been clear.

 Therefore, in order to meet the customer’s expectations and possibly surpass them, financial institutions must tailor how they approach customer experience, shifting it from a trivial effort to a central strategic imperative.

 The main goal with this strategic imperative should be to provide a fast, responsive, and frictionless experience for customers as they switch between channels in their journey towards becoming clients. It should be targeted at easing the onboarding process and creating an effortless experience for the customer.

The key to success is to create a customer-centric approach in order to outperform the traditional competition. Also by providing simple, trustworthy experiences like providing features like full price transparency, hyper-personalization and clear ownership of financial data can dramatically improve customer trust.

Also, focusing mainly on building a positive customer experience at the beginning is very critical. Employing these digital tools and processes is required to meet Omni-channel expectations and critical to a smooth onboarding process.

Other ways financial services can deliver top notch customer experience is by collecting data from all touchpoints, offering multichannel communication and listening to customer feedback.

Hopefully, more financial services will step into the light of the digitalized age and improve their services through outstanding customer experience.

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