In the digital age, customers don’t look for financial products but a great, dynamic experiences. They have high expectations and want services to be available anywhere, anytime and on any device.
80% of customers rank a great experience as highly as a great product or service. Being customer centric means putting customers are the heart of everything you do.
Digitalization offers a unique opportunity to become more customer centric. Every customer interaction can be turned into a conversation that can be continued across multiple channels and at any time. Customers must be free to leave the conversation at any time and to pick where they left off.
In practice achieving to offer the perfect balance between outstanding functionality and an excellent user experience means using the latest design methodologies and technologies – such as data engineering, artificial intelligence and machine learning to harness the power of your data and design to offer a hyper-personalized customer journey.
Getting started with these exponential technologies is never easy, but it’s lot easier with expert help. GFT has unique practical experience of working with the latest technologies and has the right business expertise to deliver solutions that deliver sustainable business benefits.
The days of being product-led are over. Customer centricity means delivering financial services where and when customers need them as part of an exciting digital life experience. Banks that fail to do this will left behind.”