Financial services companies are under more pressure than ever before to both defend and gain market share, and with so many businesses in the sector citing ‘customer experience’ as a key focus, or USP in order to win custom, it’s more important than ever that we know exactly what that means. ‘Customer experience’ is a massively catch-all term and it can encompass a vast variety of interactions – from applying for a mortgage to a simple balance check. This means that for many financial services companies, there can be thousands, if not millions, of touch-points with customers every day, all contributing to their ‘experience’. Ensuring each and every one is successful is a herculean task. So, where to begin?
Read the full article by Siddharth Parashar, Chief Revenue Officer at Firstsource Solutions at Global Banking And Finance