Discover innovative solutions that assist financial services companies in developing a customer-centric strategy and a culture that prioritizes providing customers with the highest experience.
Customer experience is the best differentiator in the experience economy we currently find ourselves in. You must provide customers with exceptional experiences if you want to prevail in this fiercely competitive industry and stand out from your competition, ensuring that organizations are encouraging customers to keep coming back.
Did You Know?
70% of CX data is collected from digital interactions.
Of that 70%, only 59% is acted on to improve customers’ digital experience.
This blog illustrates how financial services companies can implement a customer-centric strategy to deliver an excellent, seamless customer experience.
To foster a customer-centric culture, financial services organizations can leverage cloud-based contact center solutions such as Genesys Cloud. Genesys Cloud provides a unified platform for customer engagement, bringing together communication channels, data, and workflows to enhance customer interactions.
Building relationships, not just transactions
| Operationalize Customer Empathy | Hire for Customer Orientation | Democratize Customer Insights | Facilitate Multichannel Communication with Customers | Link Employee Culture to Customer Outcomes | Tie Compensation to the Customer |
|---|---|---|---|---|---|
| Leverage Genesys Cloud's analytics capabilities to gain insights into customer behaviors, preferences, and pain points. Analyze customer interactions to identify patterns and trends, enabling a deeper understanding of customer needs. | Implement Genesys Cloud tools for assessing candidates' communication and customer service skills during the hiring process. Customize interview scenarios that simulate real customer interactions using Genesys Cloud functionalities. | Democratize access to customer insights by integrating Genesys Cloud analytics into various departments. Ensure that marketing, sales, and support teams have real-time access to customer data, enabling them to make data-driven decisions. | Implement Genesys Cloud's multichannel capabilities to facilitate direct communication with customers through various channels (voice, chat, email). Ensure seamless integration with CRM systems for a holistic view of customer interactions. | Establish Key Performance Indicators (KPIs) within Genesys Cloud that align with customer-centric goals. Link employee culture initiatives to performance metrics derived from Genesys Cloud analytics to reinforce the importance of customer satisfaction. | Consider integrating Genesys Cloud data into the compensation structure to directly tie employee rewards to positive customer outcomes. Reward employees based on customer satisfaction scores and successful resolution of customer issues recorded in Genesys Cloud. |
Financial services organizations must simplify their operational capabilities and processes to support the implementation of a customer-centric strategy and facilitate the adoption of the necessary beliefs and mindsets.
Scalability by Genesys Cloud
| Flexible Infrastructure | Global Expansion | Multi-Channel Support |
|---|---|---|
| Genesys Cloud's cloud-native architecture provides a flexible and scalable infrastructure that can adapt to the changing demands of a growing financial services organization. | For financial organizations with global operations, Genesys Cloud supports expansion into new markets effortlessly. | As customer engagement strategies evolve to include various channels, Genesys Cloud's scalability enables organizations to efficiently manage and integrate new communication channels. |
| The platform allows seamless scaling up or down based on the volume of customer interactions, ensuring optimal performance during peak times. | The platform's scalability ensures consistent customer experiences across different regions, supporting the organization's growth and international customer engagement strategies. | Whether it's adding social media, messaging apps, or emerging channels, Genesys Cloud can seamlessly incorporate these channels into the customer engagement strategy. |
It takes time and complexity to transform an organization into one that is authentically customer-centric.
To fully understand the value of a customer, an organization must be customer-centric. It's important to consider yourself in the position of the customer at all times - to reduce customer effort and increase customer value.
Do you consider yourself a customer-centric organization? Contact us at [email protected] and learn how to enhance & deliver seamless CX.
