Resolutions to Enhance Banking Customer Experience (CX) by CCM

 CCM software for enhanced banking CX

Before banks can deliver the desired experience to their customers, they must address the following challenges that pervade the customer experience space:

Personalized Customer Journeys – Customers want relevant and personalized experiences. As such, we see a large “personalization gap” between what customers want and what banks are offering. According to Accenture's 2017 Global Consumer Pulse Survey, "While 48% of consumers expect special treatment because they are loyal customers, 33% of consumers will not be in a relationship because of a lack of personalization." I gave up.” Banks need to engage in personalization strategies to retain customers and generate repeat sales.

In addition, the increasing competition and the large number of options available in the market increase the likelihood of customer churn. Banking industry leaders need to focus solely on the customer experience journey and start building strategies that leverage data, real-time analytics, and digital technology to deliver highly personalized service.

 Innovative Technology – Banks and financial institutions are constantly innovating to improve efficiency and reduce operating costs. But to revolutionize the customer experience, you need to go a step further and provide your customers with powerful enough communications to self-serve them.

A forward-looking customer communication strategy can help banks leverage new channels to increase sales (cross-sell and up-sell opportunities) through existing customer communication tools sent to customers. In addition, customer onboarding once considered a major chore in delivering a flawless customer experience, can now be completed in minutes with the robust CCM Financial software.

Real-Time Information – Improving the customer experience is one of the banking industry's most important goals. Banks have revived outdated business models and shifted their focus to customer-centricity. However, legal implications and operational regulations make it difficult to deliver a great experience. Real-time information acts as a savior in such scenarios.

While working with self-service and responsive documents, the customer enters specific feedback and services her requests. These are recorded in real-time and implemented for future cross-channel communication. Collected through various digital channels, this information can be analyzed and used to drive beneficial results. This enables banks to leverage customer information to deliver experiences proactively and on time.

Printed Communications Versus Traditional Communications – The banking industry continues to rely heavily on printed communications that are tailored to customer preferences. Some people receive their loan documents in the mail, while others receive their credit card statements as PDFs by email. This leads to different messaging and branding between digital and traditional media. Banks must adopt a digital transformation strategy to compete not only with other banks and financial institutions but also with other industries.

If you are not sure what features your future CCM solution should have to meet your short-term needs and long-term digital transformation strategy or to learn how to better engage customers and turn customer experience into your competitive advantage, please contact us today! We are happy to share our more than years of experience in providing efficient CCM solutions to clients in different industries.