Striving for Customer Experience Leadership in Financial Services

Striving for Customer Experience Leadership in Financial Services

This IDC Market Perspective looks at the current state of the financial services sector and the important role of customer experience as providers battle to win and retain customers. New fintechs entering the market have changed the landscape forever, the march of digitalization was accelerated by the COVID-19 pandemic over the past two years, and customers' expectations of their providers have shifted dramatically in recent years, thus customer experience in the sector is evolving in response to these market dynamics."It's an exciting time for customer experience in the financial services sector. Digital disruptors have shaken things up, and the incumbents have had to respond. In an industry in which products have become highly commoditized, providers have turned to CX as a means of winning and retaining customers. The latest technology developments in areas such as self-service channels and advanced analytics are opening up new opportunity areas for financial institutions," said Van Valdez, Associate Research Director, European Customer Experience, IDC Europe.

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