In the age of the empowered customer, organisations across all
industries are unified in the belief that delivering an excellent
customer experience is key to a viable future strategy. This means
that focusing on customer experience won't just keep customers
happy, but will also grow your business by helping you stand out
from your competition.
Financial services lack customer trust and emotional
differentiation
Customer experience is a key differentiator in an interconnected
and go-getting world. Competition on customer experience (as
opposed to, say, price and product) has already been going on, also
in financial services. However, customers' perception of the
financial sector is still lagging behind in terms of best
practice—I would say that customer experience management is
highly inconsistent across the sector. Many financial institutions
are struggling to reconcile increasing regulatory demands with
high-quality, personalised, immediate, and integrated
