The most significant step you can take to transform your CX

Article

The shortcomings of current banking customer experience (CX) strategies highlight the risks associated with over-reliance on self-service and set out the challenge for prioritizing customer needs through digital proactivity.

Sep 04, 2023

Andrew Stevens, Principal, Banking and Financial Services, Quadient

The most significant step you can take to transform your CX

The views and opinions expressed in this content are those of the thought leader as an individual and are not attributed to CeFPro or any other organization

Banking's historical focus on revenue-driven digital transformation has neglected customer experience (CX).
Overemphasis on customer self-reliance poses risks, potentially hindering relationship-building.
Solutions should focus on prioritizing understanding and meeting customer needs over cost efficiency, continuously evaluating and optimizing technology for customer benefit, and ensuring delivery of engaging, personalized communication across preferred channels.
Successful CX initiatives focus on digital proactivity, providing real-time, personalized insights and support to customers.
Effective implementation requires advanced data analytics and personalized communication capabilities.