The world of banking was very different before the “new normal”. The coronavirus crisis has accelerated change in the way banks interact with customers and carry out remote operations. On the one hand, banks will continue to digitize customer interactions to address persistent public health risks and level up their digital customer experience. They will speed up their pace of innovation to deliver changes that the pandemic has brought about, evolving their value propositions at the same time to respond to fast-changing consumer needs. On the other hand, banks will restructure their workforces as well as operations to grow more agile and productive.
In this infographic, we see how crucial it has become for banks in the “novel economy” to elevate their digital customer experience. Let’s get started.
Top 7 CX Stats to Watch in the Banking Industry
Is Your Bank Delivering a Data-Driven CX?
It is quite clear that data-driven banks will deliver an enhanced customer experience than those that don’t lead with data analytics. Besides, banks that build enough resilience will envisage renewed growth. In the environment of today, even resilient banks will have to offer differentiated client relationships in the race for their survival and to diminish their cost structures dramatically.