By the end of 2020, customer experience will overtake price as the key differentiator when selecting a product. The rise of challenger banks and robo-investors are harbingers of an era when customers (institutional and private) will expect their financial services provider to not only be aware of all of their past interactions, but also understand the relevance of these in providing an exceptional service moving forward.
Given that banks are some of the biggest data controllers in the world, it is an increasing theme to view this data as another asset class, on top of their balance sheets. However, with more data comes more problems. How do banks manage this data in a compliant way?
Moreover, how do banks segment, channel and represent this data so that it can be morphed into actionable insights for their outward facing staff to benefit from?
Watch this on-demand webinar to discover:
- Why having data and being able to access it correctly can act as a service differentiator
- The increasing digitalisation of tools that sales desks in banks & distribution staff in asset management and/or insurance, are using to communicate with their customers and prospective customers
- How cross-cutting data can be leveraged to include customer experience, minimise disruption in relationships and maintain the “trusted advisor” status of financial institutions
- How to drive insights to customer-facing staff to give them the real-time updates on institution-wide interactions with customers, enabling the single client view
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