Today’s global financial institutions face numerous challenges in addressing the evolving needs and heightened expectations of a demanding customer base. This generates an impetus to keep up with the latest technological advances, while also complying with increasingly complex regulatory requirements, juggling issues with legacy systems and balancing costs.
Time and again, our clients ask us to help drive internal efficiencies cost-consciously and – ever more frequently now – to strengthen the experiences offered to their end-customers, via targeted User Experience (UX) enhancements or overarching customer experience (CX) efforts.
Rightfully, banks are now more conscious of brand perception and how it propagates amongst current and potential customers. Perception can be fickle and is influenced in numerous ways that are difficult to manage, as many personal considerations are in play: emotional, physical, and cultural.
However, there is an immense opportunity to positively influence that perception which many banks are overlooking – and it resides within their own ranks. You know about CX, you’ve heard about UX, now meet EX, otherwise known as employee experience.