Firms within Financial Services today stand or fall on their ability to differentiate themselves with exceptional customer service.

When the pandemic forced much of the world’s business online, customers’ expectations for digital interactions exploded. They’re no longer willing to settle for anything less than personalized, engaging, real-time experiences that are consistent across all channels.

The industry has been on a digital transformation journey for some time now. Many institutions are modernizing their solution landscape to improve customer experience at an accelerated pace.

But these investments will only pay-off when long-standing challenges around integrating, managing, governing, and protecting their most valuable asset – their data – can be resolved.

The following key trends underline the exceptional importance of CX for financial institutions:

1. Competition with internet players and redefining physical branches.
2. Onboarding process is key, automation can help to improve CX during the process.
3. According to latest research, personalization at scale can lead to important annual revenue uplifts. By using a combination of contextual matching, AI, and machine learning to retrieve individual customers’ data, financial institutions can generate more targeted, one-to-one marketing campaigns and offers.
4. Data security is a major concern for financial institutions’ customers and being open and honest about data policies and practices is a good way to earn trust.

This roundtable brings together experts from Deloitte, Informatica and Allianz Benelux to explore and discuss:

• The latest trends and challenges around data driven customer experience strategies in the industry
• An Insurance Company’s Digital and Customer Experience Journey
• How to address common data challenges and pitfalls for new CX related investments