The customers have spoken – and in their mind, banks are all the same, focused on transactions, not relationships. Then there’s fintech and new regulations that are re-shaping the market landscape. These unstoppable market forces combined with customers’ dire indictment of the industry should be a rousing wake-up call to improve the customer experience before someone else does.
My friend’s mom is choosing a Christmas present for her insurance agent. As she puts it, it’s one small way she can thank her for going above and beyond during a time of need. So what was it that turned her difficult situation into a personal relationship?
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.
Join the Discussion: how our partner GFT is reshaping the customer experience with exponential technology.
Exponential technology in reshaping the bank-customer relationship and re-imagining the customer experience. As partners at the forefront of this customer experience revolution, the unblu-GFT partnership offers insight and expertise on how financial services can leverage the technology.
What’s the point of having flexible, fast and helpful technology if employees can’t embody the same behaviour? If digital transformation is going to succeed, it has to be a cultural transformation. So how does a digital culture act and behave?