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3 WAYS FINANCIAL ORGANIZATIONS CAN ENHANCE THEIR DIGITAL CUSTOMER SERVICE STRATEGY
PRESENTED BY Introduction
As we move into a post-pandemic world , investing in satisfaction will become a priority for financial services organizations intent on maintaining and building a loyal customer base .
Today ’ s financial services industry operates within a global , dynamic environment that prides itself on competition and resilience . The COVID-19 pandemic
Download whitepaper challenged financial institutions worldwide to reassess hereicustomer service models and tap into the potential
of digital platforms designed to meet customer requirements while supporting global efforts to ensure a safe and secure environment .
Reimagining the Future of Customer Service
Digital transformation has been imperative for financial services organizations intent on staying competitive well before the COVID-19 pandemic . In 2019 , according to Gartner , “ one-third of financial services CIOs identified digital as their top business priority ,” up by more than 8 % from the previous year .
Since March 2020 , financial organizations worldwide have learned quickly that a robust , digital-first customer service strategy is required to maintain long-term business resilience and success in a competitive sector .
Use this guide to understand the elements of an effective digital strategy and how your financial services organization can implement them to ensure you are offering an efficient and reliable customer experience .
In the early months of the pandemic , the J . D . Power 2020 U . S . Retail Banking Satisfaction Study found that , “ 52 % of retail bank customers classified as branch dependent before the COVID-19 pandemic ,
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