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Report | Improving CX in Financial Services: 3 Actions to Build Modern Customer Service

With increasing pressure from tech giants, how can a traditional bank not only maintain but grow profitability?

Expectations around banking customer service are higher than ever — get the expert insight you need to make the right choice for your business.

How do you support individual financial journeys, at scale?

Finserv tech professionals know AI-powered search is important — it’s the linchpin of an exceptional digital experience. But there’s a discrepancy between knowing this and executing on what’s needed.

In this report, Neil Wixsom of Wipro, Coveo MVP, distills his major learnings from 3 years of implementing Coveo for some of the biggest financial services providers:

Why WIIFT is more important than WIIFM
How to move search to the top of your to-do list (hint: grow as you go)
The biggest asset to look for in a SaaS provider when it comes to regulatory compliance

In this climate of ever-rising consumer expectations, financial services organizations can’t afford to let search languish. It’s time to upgrade — get the expertise you need today.

86% of respondents agree that today’s users expect search to be as good as Google
14% reported having implemented AI-powered capabilities to improve their search relevance (Takeaway: there’s time to get ahead of the competition!)
13% felt their organization has the level of resources and expertise needed to excel in search (Takeaway: you don’t have to go it alone!)