- Customer Experience in Financial Services: Is it Still About Service Charters, or has it Become Business Critical?
Written by Sarajit Mitra, HSBC’s former Global Head of Marketing and Customer Experience, this article discusses the need for banks to improve customer engagement, build customer trust and drive higher revenues, by using predictive customer analytics at a higher level, where insights are not used for one-off segmentation models, but to provide personalised advice to customers based on goals even before they ask for it.
- Customer Experience for Financial Services Industry Report
To better understand where the customer management for financial services market is headed, the Customer Management Exchange Network examined the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from leading UK & European retail banks, commercial banks, insurance providers, credit card agencies, consumer lenders and regulators.
- Customer Experience Management for Banking and Financial Services
In a recent survey with strategic customer experience professionals from across the UK and Europe, the Customer Management Exchange Network compiled an overview of CEM in the banking and financial service sector. The results clearly demonstrate the growing emphasis being placed on the customer in the financial service sector and the huge impact regulations and public opinion play in their everyday roles