Back in 2014, GMC Software commissioned a study conducted by Ipsos that showed customers across the US and Europe didn’t feel valued by their banks. At the time, only 16% of respondents believed that their banks understood them and what they wanted as customers. Over 70% of respondents were looking to receive communications from their banks on the channel and device of their choice. Here is the video that we produced at the time highlighting the results of that survey.
Fast forward to today, and Digital Transformation remains a priority for banks and banking leaders look to drive better interactions with customers who are now highly mobile, have ubiquitous access to information, and are more demanding and disloyal. In a recent survey conducted in conjunction with IDC, results showed that:
“By 2018, 80% of B2C and 60% of B2B organizations will overhaul their “digital front door” to support 1,000 to 10,000 times as many customers/customer touchpoints as they do today.”
But the challenges involved in implementing meaningful solutions that drive digital transformation to create a comprehensive CX Ecosystem remain. In fact, it has become more complex to get CX right all of the time, as thousands of employees must coordinate across dozes on touchpoints to meet the needs of millions of customers, all of whom have slightly different expectations.
Are you a banking executive looking to find a way to fast track digital transformation and create more meaningful customer interactions? Are you part of the 83% of Fintechs that are focused on making their company a leader in customer experience?
If so, please join us for an upcoming webinar - The CX Ecosystem – Driving Efficiencies and Capabilities to improve the Customer Experience on June 8, 2016 at 1PM EST featuring Forrester and the Bank of Montreal. This informative (and complimentary) session will review the complexities and potential solutions available to assist in you redefining your CX Ecosystem.
Register here today.