The State of CX in 2021: A Shift to Fully Digital Banking
The way in which customers have interacted with financial services over the past year has meant drastic changes for the sector. Recent trend reports have shone a light on these changes and what it means for customer experience going forward.
While managing a remote workforce model and adapting to new tools and processes, top leaders are simultaneously seeing a 19% increase in customer engagement. For this reason, 67% of financial services companies are reportedly placing more emphasis on CX than they were last year. This means providing a consistent, personalised, and secure experience to customers across all channels. As digital financial institutions gain full banking licences and prepare to serve corporate clients, recalibrating CX appears all the more inevitable.
- How has digital banking affected CX? What changes can be expected in the future, particularly in regards to fully-digital financial institutions?
- How can banks use technology to improve customer trust?
- What measures can be taken to heighten support team performance in unprecedented times?