Less is More: Cutting the Customer Journey
Most organizations engage in sophisticated customer journey mapping. Each touchpoint is analyzed and optimized, generally with the goal of creating a joyful and satisfying customer experience along each step. Beyond making touchpoints satisfying and engaging, brands should work to expedite the customer journey. Doing so respects your customer’s time, shortens the overall purchase process, creates […]
Prepare Your Financial Institution for a FinTech Partnership
In a financial services environment that is evolving faster than ever before, innovation and adaptability are key facets of business growth for most financial institutions. Creating a seamless omni-channel experience has become a core expectation among consumers, and they now look to their financial institutions for creative and useful ways to better manage their finances. […]
Personalization for Financial Institutions
“Personalization” is a hot topic within the customer experience world. The core concept of personalization is to establish a brand interaction and customer journey that feels less like a major corporate personality, and more like a reflection of the customer making a purchase. When this concept is applied to financial services, delivery looks like a […]
Pitfalls in the Customer Journey
Most customer experience initiatives focus on touchpoints, and rightfully so. Touchpoints, or moments when a consumer interacts with your brand in some way, are the stepping stones of the overall customer journey, and improving individual touchpoints leads to greater customer satisfaction. With that said, the overall customer experience and value derived from the customer journey […]
Breaking Down Silos in Customer-Centricity
How much do you know about your internal analytics team? If you’re an executive, you may have valuable insight, but what about the managers and universal bankers at your various branches? How much does your app development team understand the day-to-day experience of a teller? While these groups have somewhat disconnected responsibilities, they all work […]
April Trends: Innovations in Financial Services
With 2019 in full swing, this year is already shaping up to be hugely transitional in the world of financial services. Change can be anxiety inducing, especially in an industry that has traditionally functioned under a premise of security and heavily regulation. With that said, Changes in open banking and FinTech open up a new […]
