Customer expectations have changed dramatically since the advent of digital giants like Amazon and Google. These innovators bring an innate understanding of customer journeys to provide tailored recommendations and exceptional user experiences. In many ways, they’ve spearheaded a revolution in customer experiences through personalisation. And now, they’re bringing those strengths to the financial services sector.
That increases the pressure on traditional banks and financial services companies to rethink their customer experiences. As they go head-to-head with Big Tech, their success to a large extent will be.
determined by how well they understand each customer’s unique needs and are able to deliver personalised solutions, services, and content.
The secret sauce: Relevance and relationships
According to Forrester Research Vice President and Principal Analyst, Dipanjan Chatterjee 1 , financial services brands can effectively counter the growing competition from digital disruptors like Amazon and Google by cultivating two specific components: relevance and relationships.
Included in this Contents
- Personalising customer journeys
- Powering connected customer experiences
- Digitising for faster, better performance
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