Why Should Financial Service Organizations Push for Digital Engagement
Undoubtedly, customer experience has become the key to success in financial services. Like other organizations, banking and lending institutions are adopting digital channels to serve their customers. Post Covid-19, it has become necessary for the financial services industry to reimagine their digital banking experience to offer automated, personalized, and self-service options to customers. In today’s highly competitive marketing landscape, customers compare their banking experience with other industries. To retain and attract customers, banks and financial service organizations need to keep pace with increasing customer expectations. As per the research conducted by J.D. Power , before the pandemic around 52% of banking customers were branch-dependent. The research further stated that digital-only customers are less satisfied. This compels banks and lending institutions to improve digital engagement by providing customers a more connected, cohesive, and perso...