W
e believe that full digital customer
experience is key for banks, as trust is a
strong differentiator in an industry going
through perpetual disruption. Engagement is key as
clients expect fast decisions within an end-to-end,
humanized digital experience.
Inspired by a relentless wave of highly personalized,
innovative products and services – from Netflix to neobanks
– customers around the world are more digitally savvy and
empowered than ever before. It's not just that they expect
seamless and slick customer experience. They demand it.
The banking sector is as implicated in this shift in customer
behavior as any other, and financial players of all shapes
and sizes are scrambling to ensure they're able to offer the
very best in class to their customers. However, according
to a study conducted by Forrester Consulting on behalf
of Sopra Steria in July 2021, just 14% of the 900 decision
makers surveyed said that their bank's technology
infrastructure and applications can deliver great and
differentiating customer experience (CX).
Clearly, if these banks are going to prosper in the coming
years, they need to make some drastic changes in order to
better meet the needs of their customers. By considering
exclusive data from "Master Ecosystems To Be Future-
Ready In Banking", this white paper will explore the
current state of CX in banking, the appetite for change,
and the key steps that need to be taken to go through with
this transformation.
CX
IN BANKING
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