For a long time the risk-averse insurance industry had no compelling reason to change. But customers have changed and so have their demands. They expect their pricing and product offerings that are relevant and personalized for their situation.
Digital transformation is not just about implementing technology. It’s about changing behaviours and attitudes, and ultimately culture. It’s people who bring the benefit technology to life – a simple idea that is often overlooked in transformation initiatives.
The concept of loyalty has changed rather dramatically in recent years. It’s no longer about a bank’s ability to hold customer money, but about how easily the customer can move it around and conduct transactions. It’s these daily interactions that are the front lines of a new sense of loyalty.
Investors want seamless advice. But they are often conducting investment research on their own. Find out how co-browsing can turn their solo research efforts into collaborative and trust-building interaction with their advisor.
It’s time to align with customer values, not the bottom line. But transforming the customer experience is a huge commitment for a bank. How can we estimate the economic benefits of a satisfied customer?