“70% of C-level executives believe they are ahead of the competition when it comes to personalizing customer experiences, compared with only 40% of senior managers. In parallel, 68% of C-level executives say they are ahead of the competition in terms of enhancing customer servicing, compared with only 38% of senior management.” – Publicis Sapient (https://www.publicissapient.com/content/dam/ps-rebrand/industry/financial-services/2022/global-banking-benchmark-study-2022/GBBS22-WEBV-final-Updated.pdf)
Despite the disagreement on the digital direction of customer experience in banking, technology will continue to play a central role, facilitating financial institutions in shaping ideas and products that create and increase customer experience and member experience, all while reducing fraud.
Learn more how Loquat can help bridge that digital divide at: https://loquatinc.io/financial-institutions/