Customers expect their bank to listen and to understand their needs in terms of experience and products.
Banking and Finance
The financial & banking industry is facing dramatic changes driven by evolving customer behavior, interaction channels diversification and the digitalization of business and society in general.
Increasing sales while reducing costs remain the 2 top drivers in retail banking, who are translated today into emerging strategies:
Develop self-service and increase intelligent up-selling and cross-selling
Focus on customer, build a seamless experience across all touch-points
Improve digital and mobile banking, to cover low-serviced geographics
Adapt products to customers’ demand and competitive landscape
Build agile business models based on refined customers segmentation, in line with digital marketing and customer service strategies
Make “plateformification” of banking ecosystem a reality by integrating all systems and building a unified view of the customer
Use Big Data and analytics to optimize the services and monitor performance and efficiency
Remove organizational silos to adopt a unique culture across all business functions
Recognize and develop talents, collect Voice Of Customer and employee feedback
Let’s discuss these strategies and how Kleptika can support you in developing your bank of tomorrow.
% of CXOs say they are engaged in CX improvement
48% of customers are confident or very confident in their bank to listen and understand their needs
28% only of customers did notice a change
52% of customers are somewhat confident or not at all confident