A Defining Moment for the Banking Industry.
"The pandemic undoubtedly left its mark on the Financial Services Industry (FSI) – a shift towards digital channels that had started already years before got accelerated and even the most traditional players were suddenly forced to put their focus on new digital channels and digital-first solutions to maintain existing customer relationships .
However, with the predominant importance of digital channels here to stay, forward-looking FS players need to start shifting their focus beyond today’s accumulated, stringed together, single channels, be they digital or physical, and start thinking towards an overarching, omnichannel strategy with a unique, all-embracing and brand differentiating Customer Experience (CX).
With digital channels available throughout the industry, CX is becoming THE competitive differentiator and the main tool to retain existing and to win new clients.
Why customer experience has such a significance in the digital transformation of the FSI, what players need to undertake to succeed in the implementation of a successful CX and how Valtech can support you in this crucial journey are all topics we outline, with a focus on the banking industry, in our new White Paper “Customer Experience: A Defining Moment for the Banking Industry."
