NGDATA’s CEO, Luc Burgelman, talks about the need for banks to make their customer experience a priority.
In a typical day, consumers use and rely on services that consistently demonstrate how well they understand consumers at the individual level. But banks and credit unions today are falling way short and deliver an experience that can only be described as “inferior.”
Companies like Amazon, Facebook, Google and Apple have forever altered the company/consumer paradigm by putting CX at the center of everything they do. The most innovative companies in the world have fundamentally changed consumers’ expectations. People demand more than ever before, and banks and credit unions are struggling to keep pace.
Banks and credit unions that are able to adopt a truly customer-centric approach will be in a better position to anticipate customer needs and demands, and to be prepared to deliver offers based on individual preferences — an experience that people have grow extremely accustomed to. Today’s consumer is asking for a better experience, but tomorrow’s consumer will demand it and won’t settle for anything less. Banks and credit unions that can’t deliver will be left behind.
View the full article in The Financial Brand.