Elevating Banking Experience: Deep Diving into Customer Experience

In the fast-paced world of banking and finance, customer experience has become the new version of customer service. As a progressive and a futuristic customer, you need to pave your way into new landscapes of customer service to serve your financial requirements while gaining a better experience with bigger financial opportunities.

What is Customer Experience (CX)?

Customer Experience is the sentiment that a customer or a stakeholder holds towards a service provider and of its customer service touchpoints and its overarching brand identity. These sentiments of each customer are not singular occurrences but rather they develop over time.

What are the Vital Customer Experience Practices and Trends?

Let’s look at a few latest CX trends that are rising in the banking and financial landscape locally and globally,

1. Customer-Centric Approach - Placing you as the customer at the heart of every interaction is customer-centricity. It is vital that your service provider strives to exceed your expectations at every service touchpoint.
2. Responsive Customer Support and Problem Resolution - A responsive service is the key to provide you great customer experience coupled with problem resolution and engagement while continuously improving services based on customer feedback so that in the long run your loyalty towards your service provider will be improved.
3. Branch Experience with Good Housekeeping - A service provider shall be mindful that their branches or touchpoints to provide you a welcoming ambiance, a well-kept environment, provide you personalized assistance with utmost professionalism.
4. Omni Channel Experience - Customers prefer to stay in touch with banks in several ways including digital platforms, social media platforms or AI driven support platforms. Multiple channel experience has been the latest trend in Customer Experience. Banks interact with their clientele via Instagram, Facebook, YouTube, WhatsApp, or LinkedIn. They also prefer to interact you with their digital payment wallets with user friendly interfaces and 24/7 accessibility so that you can access to account information, transactions, and support, with round-the-clock. AI driven support such as Chat-Bots are another initiative to provide elevated customer service both locally and globally.
5. Convenient Onboarding Process - Customer onboarding process shall be streamlined with simplicity and efficiency especially with less paperwork for you.
6. Diverse Product Portfolio and Personalization - It is vital to have a diverse range of products which offer you competitive rates or attractive product benefits to delight your experience and also to create brand awareness and advocacy. Improved personalization is also a factor that you expect from your banking or financial service provider, to provide product and services that add value to different stages and milestones of your life. For example: products for men, women, kids, pensioners, high net income individuals, investors and entrepreneurs etc.
7. Security Centric CX to Secure Customer Data - Customers are more aware of the necessity of data safety nowadays more than ever especially during these times where digital scams and frauds are very frequent and are unavoidable. Thus, providing secure banking experiences for you is another method to enhance CX.
8. Continued Investment in Customer Loyalty - Establishment of protocols, policies and guidelines on a timely basis and closely monitoring them with regards to securing your financial well-being as a financial consumer is another way to enhance overall customer experience.

As a concluding point, it is evident that any organization that is committed to delivering exceptional customer experiences sets itself apart as a leader in any competitive industry or sector, and as informed financial consumers, it is your valuable choice to partner with such a CX leader to fulfill your financial requirements at present and in future.