Digital Trends and Technologies Transforming CX in Banking and Finance
The taste of this new class of customers clashes with the traditional model of service that dominates the finance sector. They grew up in a completely digital environment. They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. A 2017 report by Accenture indicated that 71% of financial services consumers are open to using "entirely computer-generated support for banking services." Clearly, the majority of consumers are ready to go fully digital. This prospect presents a problem for legacy system-loving companies, and adequately coping with the situation means decisively acting now. It's no longer enough to automate customer support through a healthy knowledge base or canned responses to web live chat. What's needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey. At th...