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.
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.
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.
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.
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.
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:
Insurance company Ageas saw the potential for data and analytics to enhance its customer offering and market position in the markets it operates in. We've shared our approach working with Ageas to accelerate the implementation of data analytics...
We've helped HSBC digitise its organisation by developing core products and services to create a seamless customer experience.
We helped Convoy spot a new opportunity that set them on the path to becoming a new name in digital banking for millions of Hong Kong consumers.
