10 hot-button CX topics for financial services businesses
Learn how to break down silos and unify objectives to lay the foundation for sophisticated omnichannel customer engagement strategies within FSI.
Today's consumer has a wealth of choice in the way they interact with financial services companies. Brick-and-mortar bank branches are now only one touch point in a wider customer journey that includes apps, online, chat, telephone and social media. Digital – first is the new reality, with customer experience the only sustainable competitive advantage. And the more connected people are, the more frustrated they become at businesses that treat them differently depending on which channel they're using.
You can't truly put the customer first if a complex patchwork of systems, resulting from merged technologies and processes, prevents your employees from delivering positive outcomes. You can't simplify the customer experience when you're still playing channel pinball. If all you have is a simple interaction history rather than intelligent insight, you can't offer well-timed and targeted recommendations that make the customer feel like you truly know them. And if you can't resolve issues in the first instance, customers will soon tire of time on hold listening to the strains of Mozart's Symphony No 40 on eternal loop.
Download to find out more!
Read More
By submitting this form you agree to Genesys contacting you with marketing-related emails or by telephone. You may unsubscribe at any time. Genesys web sites and communications are subject to their Privacy Notice.
By requesting this resource you agree to our terms of use. All data is protected by our Privacy Notice. If you have any further questions please email dataprotection@techpublishhub.com
Related Categories: Apple, Big Data, Collaboration, Compliance, Contact Centre, Finance, Marketing, NAS, Sales, SAN, Software
More resources from Genesys
Study shows retailers ignoring tools to fight...
The differential between the close rate of brick and mortar stores (30%) and online stores (3%) is encouraging retailers to do all they can to impr...
Solve your call center’s seasonal capacity ...
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there's no way to fully standardize your busine...
Spend Money. Make Money. Four Businesses That...
Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost b...