Customer Experience Archive
Despite increased investment in mobile banking, satisfaction with digital channels has decreased due to increasing expectations.
While financial institutions continue to improve their digital access, the trust factor still weighs negatively on customer satisfaction.
More important that user experience (UX) in banking, the emotional experience (EX) can better address consumer needs and goals.
Millennial banking customers want personalized service delivered through both digital and physical channels similar to other generations.
Big data can create differentiation and business value by providing real-time insights on current and prospective customers.
Despite tremendous growth, online and mobile banking is unlikely to displace traditional retail banking anytime soon.
Consumer loyalty and trust with financial institutions can be built by leveraging big data for personalized value-added engagement.