The emergence of fintechs has given way to a more personal and dynamic consumer experience. These new standards in customer service offer CX lessons for banking: putting flexibility, agility and empathy into practice .
According to the Capgemini report , 80% of banking executives think underdeveloped data systems make it difficult to improve customer experience , while 82% said they have difficulty identifying new consumer segments.
Are you ready to learn 3 CX lessons for cocos isiands keeling email list banking and how to implement them ? Below, we show you 3 common situations in the financial industry and the key solutions that banking institutions can implement with the support of technology.
3 CX lessons for banking and how to implement them
1- Promote a data-driven culture
Maria has been a client of the same financial institution for 10 years. She wants to start a business and is looking for financing. The bank refuses her because, as an employee of a small design company, she does not have the necessary income.
She is upset and does not understand the refusal; she has been a freelancer for 8 years and has enough income to qualify for a loan.
After the pandemic, customers discovered personalized services adapted to the different moments of their lives , making the single, static profile of banking services obsolete.
To overcome this challenge, it is recommended to implement data analysis technology that allows obtaining and interpreting customer information on a regular basis. This data is an essential input to improve the customer experience in banks.
Data obtained in real time allows us to better understand customers' needs , interests and expectations in order to make decisions focused on better personalization of the CX.
This analysis of the customer context is based on a data-driven culture , a methodology that a company uses to make decisions based on customer data.
Along the same lines, Zendesk's CX Trends 2023 report points out that 59% of customers want companies to use their data to personalize their experience .
Do you want to know what a customer data platform is ? Find out which one is the best.
It is not enough to obtain the name, job, date of birth or address of the customer; banks - as well as any other company - need to hear what is happening to their customers . Important data in this sector are changes in employment, social or economic conditions.
This way, you can integrate information to provide bank customers with solutions based on their current needs and not based on the time they opened an account.
How to increase your customer knowledge? CX lessons for banking show that analyzing metrics such as the volume and time taken to resolve service tickets , customer perception of service ( CSAT ); and other relevant data, such as the channel used to communicate, reasons for contacting, etc., are effective practices in this regard.
In fact, companies plan to increase their investment in data analytics technology by 67% , according to the Zendesk Report mentioned above.
Find out which customer experience indicators you should measure.
2- Integrate communication channels
Fabricio detects an unknown movement on his mobile alert system. He has been on the phone with different agents for around 50 minutes, and has already had to explain his problem three times; which includes giving his secret code, date of birth and last movements.
