Financial services improving customer experience with multi-channel platforms

12th Jul 2012

Over two thirds of banking and finance industries are currently implementing multi-channel platforms in order to improve customer experience, new research has shown. 

According to IQPC's survey of over 60 c-level customer experience experts in the banking and financial sector, internal training was the second most widespread strategy to be implemented with 52%, followed by data management (48%) and streamlining compliant management systems (40%). 

However, the findings revealed that nearly two thirds of businesses surveyed expressed concern about the impact of regulatory change on customer experience. 

Meanwhile, the survey also analysed the role of technology in assisting customer experience management and found 28% of those surveyed currently use it via an external source whilst the same number use technology in-house.

A quarter are looking to implement technology whilst 20% of respondents simply stated it is not in use for the purposes of customer experience improvement and data, the figures showed. 

Additionally, the report revealed 64% of businesses are concerned about the impact of regulation change on customer experience. recently examined whether linking staff pay to customer service may better the experience between banks and their customers. 

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