Why CX Increasingly Determines Financial Institution Winners and Losers

Custom content for Vericast by studioID

While many financial institutions recognize the connection between happy customers and business success, few do what’s necessary to turn their customer-focused priorities into reality.

Big investments in digital banking tools have helped attract and retain clients. Still, this hyper focus on technology may come at a cost, resulting in fewer opportunities to make meaningful connections with consumers–especially younger ones. In fact, 72% of millennials and 71% of Gen Z say they want financial advice on certain topics but aren’t sure how to get it.

What can banks do to achieve superior customer service and differentiate themselves from the competition? Citing research and insightful case studies, this playbook provides a holistic overview on the ideal approach, including:

  • Common missteps evaluating your customer service strategy 
  • Finding a balance between digital solutions and personalized experiences
  • Rocket Mortgage’s winning data-driven approach to customer service
 

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