The importance of customer experience in financial services

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30 September 2015


  • I'm curious about building CX into people, process, and product:

    "The event featured discussions on how to build CX into people, processes and products by creating centralized information stores, centers of excellence, customer councils, and shared KPIs."

    Could you explain this in some more detail? I totally agree. I'm just curious about some of the details.

  • I would argue that building CX into products should be top priority. At its most basic, product design needs to focus on the end user, rather than focusing on an organization's (often limited) capabilities. In banking, there's an opportunity to design user interfaces and interactions that are easy to learn and use, whether by a consumer or corporate treasurer. Banks too often cut usability corners due to complexity or cost, only to find themselves with products that decrease customer satisfaction and are difficult to support.