CX Relevance Report: Financial Services Experiences 2023
Digital experiences in financial services aren't transactional — they form the foundation for profitable relationships.
Today’s consumers expect a positive customer experience with 24/7 customer service throughout all stages of their relationship with their financial service providers — and digital channels have the potential to deliver the best of both worlds via high-quality and low cost. But in 2023, customers believe their banking experience could be better: many find the financial services industry forgetful of previous interactions and disconnected across channels.
Imbuing your digital experience with the ability to recall and support customers individually affects how they feel about your organization — especially whether or not they trust it.
In this report, you’ll find:
- What 91% of customers hate about the customer journey on your digital experience. Plus just how many are comparing your site experience to your in-person experience, and what they expect from both. (Page 7)
- Why no self-service is better than bad self-service. This helps explain why assisted contact volumes remain stubbornly high despite the addition of many self-help options. (Page 5)
- The two key ingredients to building trust in a digital environment. And how they both contribute to building long-term customer loyalty, on an individual level. (Page 9)
- 55% of financial services consumers are doing this when they can’t find what they need.
- Are you leaving information (and money) on the table? Learn how your digital experience can be a 24/7 customer feedback loop — resulting in a personalized experience for each.
- What a majority (50%!) of financial services customers want from their bank or wealth manager’s digital experience — and how providing it helps you offer a better customer experience in the long term.
While offering a great digital customer experience should be table stakes, many financial services organizations still miss the mark (and spend too much money) on doing everything except the fundamentals. Our report reveals customer needs — and details how your institution can be equipped to fulfill that demand. Download a free copy today.
