“Customer is King”
For long, businesses, regardless of the industry, have abided by this age-old mantra as the only sustainable way of growing a business. Customers’ demand for a seamless experience with a brand is currently touching a new high every passing day. Evidently, customer experience (CX) has become one of the major factors for a business’s success these days. When it comes to delivering enhanced CX, the sluggish pace of the banking industry has started to gain momentum. Today, with the growing number of CX-specialized online payments systems that provide the customers with better banking experience, traditional banks across the globe have started focusing on CX to gain their customer’s trust back. To enable the banks in achieving their goal of CX transformation, several technology vendors are ushering new developments, solutions and services with a focus on connecting with customers through various digital touchpoints.
The top CX solution providers are assisting the banks in building integrated management tools that can help them to reach out to more customers, provide them with seamless banking experience, and also build future banking concepts. These solution providers help the banks align their services according to the clients’ unique needs. A part of this solution delivery involves training and educating the bank employees on the new technology and instilling a customer-first mindset. From providing self-service kiosks at the banks to building digital signage solutions (DSN), these solution providers are striving to make banking experience smooth and highly personalized.
While adoption of customer-centric design in enterprise offerings is no more an option but a necessity, banks are more focused on simplifying the onboarding process and attaining an open banking structure. In an effort to know, understand and meet the needs of customers, we see the banks getting more conversational. The trends of omnichannel banking, video chat support, live engagement platforms are also expected to rise steadily as the banking sector keeps enhancing their CX transformation. AI-driven automation is also playing a huge role in this transformation. The CX solution providers are helping the banks in developing AI-enabled chatbots and integrated customer support platforms for delivering a more immersive and engaging experience to customers. These CX solution providers are helping the banks to grow not only as a transactional service provider but as an end-to-end support system for the customers in their banking and finance-related queries.
CX data makes it easy for the banks to conduct research on consumer behavior and develop customer experience by anticipating their needs. It also gives them a wide range of insight into the prospect of their competitive market. The CX solution providers are paving the way in building a futuristic banking ecosystem. Since the banking technology market is brimming with promising solution providers, it is no easy feat to choose the right one. To aid organizations on this mission, the editorial team at Banking CIO Outlook, in conjunction with an illustrious panel of CEOs, CIOs, VCs, and industry analysts, has put together a list of the ten most promising customer experience solution providers in the industry. The list intends to help the banks find a trustworthy ally.
We present to you Banking CIO Outlook’s “Top 10 Customer Experience Solution Providers 2019”.