December 20, 2013 | The XM Blog

The Changing Front of Financial Services Companies


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Financial Services is an industry that is experiencing rapid change with customers reducing their in-person interactions and shifting in large numbers towards digital interactions. The customer journey now takes place on multiple devices across multiple channels. Think about the shift in customer interaction from branch to ATM to web and now to mobile – with each advance in technology we continue to see each transition get shorter than the last.  Keeping this in mind firms need to be able to:

  • Manage the integration between their legacy back-end systems and new customer digital touch points;
  • Monitor emerging competitive threats like mobile wallets offered by non-financial players;
  • Compete against other firms with similar products, prices and fees.

In this highly competitive environment, your greatest asset is your customers and they are your best source to move you forward.

Financial Services Customer Experience

ForeSee’s data and insights allow financial services leaders to bring the customer into the room with them as they work with internal stakeholders across organizational silos.

One of the great things about ForeSee is that from top to bottom we practice what we preach. We believe that the customer experience is the most important thing in order to succeed. And we stop at nothing to ensure our own clients are satisfied and are using ForeSee’s data to create experiences (whether web, mobile, branch, contact center, social media) that meet and exceed their customer expectations. That way everyone wins.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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