For financial services providers, the CX game has changed.
The pandemic has accelerated the transition to online customer service and fintech trailblazers have added fresh competition, shaking up the industry and elevating customer expectations even further:
“60% of consumers say they would switch to a competitor after just one or two bad experiences” - Customer Contact Week Digital
With stakes this high, you can’t afford to stand still. In fact, just keeping up is no longer enough, you need to differentiate in order to compete—but how?
Our new white paper, Counting the Cost of CX for Financial Services Contact Centers, explores what financial services providers can do to reframe these emerging challenges as opportunities for growth, using digital innovation to: