Customer Experience is Paramount
Today’s Financial Services companies are deciphering massive amounts of data, managing security, maintaining regulatory compliance, and rethinking the concept of money – all in the name of the consumer. Increase customer personalization, provide new products faster, minimize fraud, and enhance cybersecurity, all in support of your key digital initiatives. Building positive customer experiences (CX) is paramount for businesses looking to further their mission and drive results. While there are many components and stakeholders involved in great CX, one player stands out: the customer experience agent. A customer experience isn’t just about providing the necessary support and solving a grievance/query. The manner in which the CX is delivered exemplifies the values that your brand believes in. Is the agent interested and engaging, talking to the customer for a long duration to build trust and confidence? Or, are they quick and efficient, resolving issues at the speed of light? Both of these are positive experiences but speak to very different brand values. That’s why brand designers must mandatorily participate in CX design (both at the top of the funnel as well as at the support stage) to ensure that there is uniformity.
