How to Transform Your Banking Communication Strategy to Deliver a Great Customer Experience

[mdabuhasan]

We’ve identified eight (8) key areas where banks can transform their operational and communications strategies to better connect with customers, and deliver a great customer experience. They are:

1. Adapt to Changing Customer Expectations
Knowing what banking consumers brazil whatsapp number data expect and want is critical to developing an effective customer experience strategy.

According to Zendesk, 62% of financial service customers agree that personalized recommendations are better than general ones. Pronix Inc research rhymes with this, with 72% of banking consumers rating personalization as crucial. Despite the prevalence of Artificial Intelligence (AI) and its ability to handle routine tasks and provide proactive support, 63% of consumers still prefer personalized conversations with human agents.

72% of customers want immediate service – and 70% of banking consumers expect anyone they interact with to have full context of their identity, specific needs, and transaction history with the organization.

Banks looking to meet customer expectations must therefore prioritize personalization and rapid response. This will require your organization to use data gathering and analytics to provide insights into customer behaviors, preferences, and needs.

You’ll also require a communications system that’s capable of real time customer interactions across all avenues that consumers use to interact with your institution. Ideally, this should be an omnichannel messaging platform with onboard analytics and reporting capabilities, like IDT Express Omnichannel Messaging.