In the last five years, consumers have become savvier and technology has continually changed to keep up with them. Since the development of what is the best mix of customer contact points within the financial services industry? In the insurance industry? Is it the same?
An ever-digital world not only means more equipment, but also a growing integration of technology into everyday processes. given According to CEB Insight letter from Citrix in order, today's customers are looking not only for more digital options-they need a balance of digital and traditional experiences. The financial services institutions with which they equally-interact-insurance and banking companies, by reacting a customized portfolio of digital options in conjunction with traditional customer loyalty channels
Insurance .:
- industrial condition : Within the broad range of services in the insurance industry-life, property and casualty, auto, GAP, reinsurance and more customers show a predictably higher preference for the conclusion of insurance business through digital Channels. Easy customers these digital channels offer value not add when processes require that they still occur in interaction with means. Fittingly to respond to those needs executives are more than half of insurance, evaluate the digital service technologies, such as customer relationship management platforms and consumer and distributor portals, such high-value assets.
- Industry response : Insurance companies can add value in the areas of digital need not react to completely replace existing processes for digital channels to the increasing preference. This means that agents and customers connect through digital service technologies. This enables agents device applications to enter customer data and the use can use tablets to activate debit cards at home with the customer. Customers are then able, its follow-up procedure to complete using personal devices, anywhere, anytime. Among the expenses of travel and forms from the customer experience enables faster, personalized service and billing
Banking .:
- [1945007Industrie] condition : retail banking customers make good use of the available digital channels to pay bills and check balances. Although digital options are becoming more popular, there are still a consistent need for personal assistance. Between 2013 and 2015, 33% of local customers services that used only bank channel, that will not change
- Industry response . With a growing demand for digital interface and further use of on-site service, the next step is not to invest more in the digital channels and keep in-person options stagnant. Instead, banks are able to offer an integrated portfolio of channels, especially in opening accounts, where customers can take advantage of both digital and in-house services. Transactions may means using corporate devices for inputting customer information in the branch service systems and review policy with the customer on site. Online customers are free, the information can be accessed that their agents checked with them and upload documents in their service system accounts. In this way, customers can face-to-face personal service in the beginning of the journey with their banks, where issues and concerns can be addressed. Then, the customers have the opportunity to go on from day to day transactions with online channels.
It is obvious that the consumer culture demanding digital channels requires, which can be integrated with traditional touchpoints. In view of this shift in customer needs, it makes sense that 61% of financial executives high-quality customer experience in the digital channels as a top priority rank. The trend, which does not quite align with this, is the fact that only 15% of financial institutions today that they have implemented digital strategies as the primary way businesses, employees and customers to connect. If digital channels offer a top priority is, why is such a small percentage of the financial industry use them for customer loyalty?
82% of insurance executives and 94% of retail banking executives consider security as a main concern, but their confidence in their ability to implement a secure digital strategy is much lower 77% and 66%. This discrepancy between the importance of financial data security and the lack of confidence in a secure digital strategy execution is a significant barrier to improved customer loyalty. As with any business strategy that executives dependent on digital technologies, financial IT a number of challenges need to deal with, not least safety. Despite the potential obstacles, there are best practices that IT executives successfully in the face of a much-needed digital integration strategy can help.
For more information on specific challenges and industry best practices relevant are providing a high quality digital customer experience accessed through the blog post, "Digital Financial Services' Thrive Beyond the Wall".
For a more detailed insight into customer needs in the digital sphere, check out this infographic.
0 Komentar