Digital-first customers dominate financial services — and they aren’t very satisfied.
“The Future of Financial Services” is a must read for anyone in the industry who is looking to build offerings that will delight demanding, tech-savvy customers.
Chapter 1 walks through the results of the Salesforce 2022 survey of 2,250 customers In short, the results reveal that financial services institutions (FSIs) need to step up their game to meet the expectations of an increasingly digital-first clientele This means creating experiences that anticipate customer needs the way Spotify or TikTok anticipate what their users want next.
Chapters 2 and 3 share insights from industry experts from around the world on how FSIs can make the customer journey easier, more personal, and more efficient Discover the essential steps FSIs can take to elevate the customer experience.
Based on the insights we collected, we found that customers want services that are:
- Easy and transparent. Using one trusted platform offers a shared view of customer data, leading to personalized and seamless customer experiences
- Efficient. Automation, intelligence, and real-time data play a critical role in streamlining steps behind the scenes to deliver fast and relevant customer experiences The industry needs strategic automation to boost productivity and focus on the highest-value activities compromising efficient customer service
- Driven by data and insights. To create frictionless experiences, FSIs need to rethink how they measure success, which means looking beyond churn or revenue and transaction growth New partnerships between financial services companies and firms can also enrich the customer experience and provide the insights customers crave to help improve their financial wellbeing When you put your customers at the center of what you do, you’re not only improving the overall experience but also investing in the. growth of your company.
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