Customer Experience Archive
Improving the customer experience in financial services requires part of the focus to be on changing the internal culture of the firm.
Bringing the designer and developer together to follow an agreed upon user experience (UX) design workflow is the foundation of success.
With the goal of profitability and an enhanced customer experience, strategies and investments should focus on digital channels not branches.
Data, advanced analytics, and digital communications allow financial institutions to respond to consumer needs better than ever possible.
Measuring the in-branch customer experience in real-time yields improvements that satisfy today's demanding consumers.
Banks are testing open banking and partnering with fintech firms as ways to improve customer acquisition and retention.
Improving traditional bank and credit union user experiences requires a combination of advanced design and digital technology.
Insights from a crowdsourced panel of 100 financial services leaders, industry analysts and banking providers from around the world.
Many financial institutions use "sticky" services or loyalty programs to combat attrition, but this isn't the best way to prevent defections.
User experience design in banking in 2017 will require a new vision, new talent and a new way to view omnichannel banking interactions.
The key to creating the best possible experience and the most engaging customer journey is building a solid foundation on data.
Design thinking is a problem-solving protocol that the banking industry must use to achieve digital customer experience differentiation.
When it comes to the customer experience and addressing complaints, consumers aren't sure financial institutions really care.
The rise in digital channels gives banking providers rich streams of data that can be used to optimize the experience and deepen relationships with consumers.