Skip to content

The Delight Dividend

Reimagining customer experience in financial services

Banks, insurers and pension providers play a vital role in our modern societies. Whether it’s approving a first-time buyer’s mortgage, ensuring stable retirement, or protecting valued possessions – financial services firms are working best when they are an invisible part of our day-to-day, helping us live richer financial lives.

Financial services firms need to work hard to keep up with rising customer expectations for service that is instant, personalised and seamlessly delivered across all their different life events. It has never been more important to re-think how firms engage with customers at a time when the sector faces lowering barriers to entry, rising regulatory requirements and squeezed margins.

Banking‎‎‎‎‎

Banks are facing unrelenting pressure from all directions: long-term low interest rates, high cost-income ratios and increased competition. Customers bring cross sector expectations from the best of their digital experiences and they want banking that slots seamlessly into their digitally enabled lives - instant, relevant, frictionless and there when they need it.

Read more

Our latest report

General Insurance

Individuals place a vast amount of trust in their insurers to protect their businesses, homes, possessions, and livelihoods. Insurers must leverage this trust and use it to retain loyal customers and attract new ones through seamless and ingenious experiences.

 

Read more

Watch more

Life & Pensions

It’s expected that the widespread introduction of private and public pension dashboards will provoke a once dormant customer base to engage with their long-term savings. Pensions providers need to be on the front foot and transform themselves, focusing on purpose, personalisation and pace to adapt to the anticipated changes in saver behaviour.

Read more

Health Insurance

Demand for health insurance is rising, and while this trend continues to grow, so are customers’ expectations for high quality, seamless digital experiences. Health insurers should put their customers at the heart of their business strategy to deliver joined-up, digitally enabled healthcare experiences.

 

Read more

OUR APPROACH

Our experts combine in-depth sector knowledge with expertise in digital, agility, human insight, breakthrough technologies and data to reimagine customer experience to help businesses strengthen their competitive positioning, drive growth and increase profitability.

We can help you:

  • Set a vision for personal, seamless, immediate and meaningful target experiences for your customers and employees.
  • Embed agile ways of working to enable your teams to react fast to future customer, employee and market trends. 
  • Provide leading customer insight to reveal how people inside and outside your organisation interact with you on- and off-line, where the pain points are and where the opportunity lies.

Latest insights

Contact

Financial Services - Customer Experience

Stacey Clegg

Stacey Clegg

Scott Paton

Scott Paton

Mike Teall

Mike Teall

Atan Burrows

Atan Burrows

Jiten Kachhela

Jiten Kachhela

×

By using this website, you accept the use of cookies. For more information on how to manage cookies, please read our privacy policy.