The notion that the customer comes first seems blindingly obvious, but truly executing against that simple saying is an area where many financial institutions have historically fallen short. But new developments – Covid, Big Tech, and Fintech/Insurtech – mean that lip service is no longer sufficient. Financial institutions must deliver exceptional experiences to their customers, in real-time, and remotely.
Flawless digital transactions are now table-stakes; the new differentiator is an ongoing relationship. Who’s doing it well, and what technologies are they using to deliver?
Watch our roundtable-style webinar where you’ll hear from Celent experts in Banking, Insurance, Capital Markets, Wealth Management, and Risk Management as they discuss what’s working in their industries and what key technologies are customer differentiators.
Let me put this plainly: as product commoditization accelerates across financial services, firms’ critical differentiating factor will be customer engagement. How customers feel about their bank or broker, their insurer on adviser, will be the make-or-break factor in the longevity and profitability of the relationship.
2022 will be a year of innovation in retail banking. With the impact of the pandemic now largely behind us and today’s customer expectations now…
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