Customer experience (CX) trends in the banking & assurance industry

• Simplicity, agility and speed are the watchwords. Talking with your advisor via a virtual chat, paying with your cell phone or sending and receiving money instantly are now essential services. The digitization of services and eco-responsibility have led to the virtual disappearance of bank statements, insurance contracts and statements of facts in favor of digitalized documents consulted on the Internet and mobile applications.
• In addition to these profound changes, there is the need to secure more and more banking data and information. Data linked to users, but also to everyday objects that have become means of payment and mobile safes like our smartphones. Reinforced authentication, use of easy recognition and biometrics are now key concerns for the banking and insurance industry. Blockchain technology and digital native players have definitely changed the codes of the sector.
• If its digitalization is at work, the market cannot forget the importance of proximity and the establishment of a relationship of trust for the customer experience. In-branch appointments are becoming rarer and more essential to ensure policyholder and customer satisfaction. Personalized services, agility, ethics and respect for privacy remain the real distinguishing factors.

By putting quantitative and qualitative data into perspective, an omnichannel Customer Feedback solution will allow you to obtain valuable KPIs for all your contact points.

We also offer banks and insurance companies the opportunity to conduct targeted studies for their main customer profiles. Individuals or professionals, private banking customers, students or farmers: sharpen your customer knowledge to better satisfy them. In addition to these prospective studies, you can conduct a competitive Benchmark on your market.

Satisfying your customers and policyholders means increasing the attention and motivation of your teams. Uniting your managers and advisors around the upcoming changes and the strategy adopted by your company is essential to establish a culture of excellence. Thanks to our Team Feedback solution, we measure your employees’ satisfaction, their adherence to your internal policy and their commitment.