It’s long been debated whether banks and other financial institutions should go – or can go – all-in when it comes to shifting services to digital. And questions still remain: To what degree can websites and mobile apps replace costlier branches and call centers? Which digital transformation investments will help the most?
Our recent research shows how digital experiences influence every other channel, whether or not digital is the consumer’s final stop. When a consumer does have a positive or easy experience in digital, they’re likely to return to that channel, assuming it fits that customer journey. So, while people aren’t (yet) using mobile apps to sign for loans, you can increase the likelihood that they’ll use it to compare rates or check the terms instead of calling in to speak with an agent.
Check out the other ways financial institutions can benefit from a better digital customer experience in this infographic (PDF). Then be sure to download the full Digital Experience Index, where we rank the internet’s top 50 brands on NPS®, from Amazon to Yahoo, Capital One to PayPal.
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