Financial Services & Insurance

Financial Services & Insurance

While larger organizations often have the resources to invest in driving innovation to keep up with customer expectations, it’s the newer nimble competitors who are unencumbered by legacy systems who are paving the way for a new era of customer experience. Often middle-sized competitors are stuck in the middle – with limited resources and a lack of flexibility.

With all this change – we’re asking ourselves together with our clients these questions:

  • Today’s financial services is becoming increasingly fragmented with ‘stacking’ of services offering customers heightened flexibility. Who then owns the relationship with your customers in your value proposition?
  • Are your customers truly loyal to your brand, or just through historical convenience?
  • How can your organization shift to become customer-centric, rather than product centric?
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can you increase their runway to change while still succeeding today?
  • What is today’s ideal blend of digital and human customer experience? Can we ever fully move to self-service in banking, due to the high complexity and high emotional nature of the industry?
  • Self service is a viable option to cut costs today, but is this in turn driving a poor customer experience?
  • How do you filter insight? There is so much information being captured on the front line – how are you driving actionable insight?
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

Let’s connect

Customer Testimonial

VXI is our newest partner. Leadership is thoughtful, properly focused to the employee, the cus-tomer and its own growth. Attrition is low allowing for consistent coaching and results have outper-formed tenured partners. VXI is impressive in how they use technology to improve the customer experience.

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