{"id":3967,"date":"2024-07-12T09:36:32","date_gmt":"2024-07-12T09:36:32","guid":{"rendered":"https:\/\/sinchimportfinal.local\/?page_id=3967"},"modified":"2024-09-30T14:32:35","modified_gmt":"2024-09-30T14:32:35","slug":"customer-experience-annual-report-banking-finserv","status":"publish","type":"resources","link":"https:\/\/sinch.com\/resources\/customer-experience-annual-report-banking-finserv\/","title":{"rendered":"Bank to the Future: Rethinking CX for financial services"},"content":{"rendered":"\r\n    <section class=\"header-block section-py bg-info \" data-theme=\"light\">\r\n        <div class=\"container bg-info\">\r\n\r\n            \r\n            <div class=\"row align-items-center\">\r\n\r\n                <div class=\"col-md-6 col-lg-5  order-2 order-md-1\">\r\n\r\n                                            <p class=\"text-uppercase section-caption text-body-color\">report<\/p>\r\n                    \r\n                    <h1 class=\"text-accent mb-3 mb-md-5 mb-lg-4 p-0 \">Bank to the Future<\/h1>\r\n\r\n                                            <div class=\"mb-0 text-body-color\"><p>Rethinking CX for financial services.<\/p><p class=\"mb-0\"><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif; font-weight: var(--bs-body-font-weight);\">Need to know what banking and financial services customers really want? So did we, so we asked 3,000 of them worldwide &#8211; and found some intriguing answers.<\/span><br><\/p><\/div>\r\n                    \r\n                    <ul class=\"list-style-check-primary mt-3 text-body-color\"><li><p>What do consumers most want this year?<\/p><\/li><li><p>What makes them feel safe and secure?<\/p><\/li><\/ul>\r\n                                            <div class=\"btn-group g-3 mt-3 mt-md-4 row\">\r\n                            \r\n    <div class=\"col-auto\">\r\n      <a href=\"#form\"  class=\"btn btn-primary btn-lg btn-animated scrollme\" >Download the report<\/a>\r\n    <\/div>\r\n                            <\/div>\r\n                    \r\n                <\/div>\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 text-end order-1 order-md-2 mb-5 mb-md-0 ps-md-7 ps-lg-10\">\r\n                        \r\n                            <img decoding=\"async\" width=\"1296\" height=\"902\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future.png\" class=\"skip-lazy img-fluid \" alt=\"Image for Bank to the Future\" fetchpriority=\"high\" style=\"\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-300x209.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-1024x713.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-768x535.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>                                                                        <\/div>\r\n\r\n                \r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\n\n\r\n    <section  class=\"section section-altblo section-py bg-transparent\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-lg-center\">\r\n                <div class=\"col-12 justify-content-center\">\r\n\r\n                    <div class=\"row align-items-center \">\r\n\r\n                        \r\n                        \r\n                            <div class=\"col-md-6 col-lg-7 order-md-1 text-start mb-5 mb-md-0 pe-md-7 pe-lg-10 d-flex d-md-block justify-content-start\">\r\n                                                                    <img decoding=\"async\"  width=\"648\" height=\"423\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration.png\" alt=\"Image for Securing customer relationships in a digital world\">\r\n                                                            <\/div>\r\n                        \r\n                        <div class=\"col-md-6 col-lg-5 order-md-2\">\r\n                            <div>\r\n\r\n                                \r\n                                \r\n                                    <h2 class=\"mb-3 mb-lg-4 h3\">Securing customer relationships in a digital world<\/h2>\r\n\r\n                                \r\n                                                                    <div class=\"mb-0 text-body-color\"><p>New possibilities are on the horizon for financial services providers rapidly enhancing digital customer experiences. The goal? To build close, personal relationships with digital-savvy consumers that can stand the test of time in an increasingly competitive market. However, to fully seize the opportunities ahead, they\u2019ll need to keep customers\u2019 privacy and security concerns directly in their sights.&nbsp;<\/p><p class=\"mb-0\">The report examines in detail the trends transforming CX in financial services.<\/p><\/div>\r\n                                \r\n                                <ul class=\"list-style-check-primary mt-3 text-body-color\"><li><p>What do consumers value most?&nbsp;<\/p><\/li><li><p>What earns their trust and loyalty?<\/p><\/li><li><p>How do they want to engage with financial partners?&nbsp;<\/p><\/li><\/ul>\r\n                                \r\n                                                                    <div class=\"btn-group g-3 mt-3 mt-md-4 row\">\r\n                                        \r\n        <div class=\"col-auto\">\r\n            <a href=\"#form\"  class=\"btn btn-primary btn-lg btn-animated scrollme\" >Download the report<\/a>\r\n        <\/div>\r\n                                            <\/div>\r\n                                \r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                \r\n                \r\n            <\/div>\r\n\r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section  class=\"section section-altblo section-py bg-ne-05\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-lg-center\">\r\n                <div class=\"col-12 justify-content-center\">\r\n\r\n                    <div class=\"row align-items-center \">\r\n\r\n                        \r\n                        \r\n                            <div class=\"col-md-6 col-lg-7 order-md-2 text-end mb-5 mb-md-0 ps-md-7 ps-lg-10 d-flex d-md-block justify-content-start\">\r\n                                                                    <img decoding=\"async\"  width=\"648\" height=\"445\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Diagram-Photo-Omnichannel-Finserv.png\" alt=\"Image for Yes, it's personal...\">\r\n                                                            <\/div>\r\n                        \r\n                        <div class=\"col-md-6 col-lg-5 order-md-1\">\r\n                            <div>\r\n\r\n                                                                    <p class=\"text-uppercase section-caption text-body-color\">trend 1<\/p>\r\n                                \r\n                                \r\n                                    <h2 class=\"mb-3 mb-lg-4 h3\">Yes, it&#8217;s personal&#8230;<\/h2>\r\n\r\n                                \r\n                                                                    <div class=\"mb-0 text-body-color\"><p>\u201c1 in 3 customers have switched banks to get a better mobile experience.\u201d<\/p><p>Consumers are crying out for rich, personalized experiences that make it easy to get real time one-on-one support and stay on top of their finances from anywhere, and that means on their mobile phones. But there\u2019s still a major disconnect between expectation and reality.&nbsp;<\/p><p>They want more than one-way text notifications \u2013 customers see mobile messaging as a way to connect and communicate with trusted financial partners.<\/p><\/div>\r\n                                \r\n                                \r\n                                \r\n                                                                    <div class=\"btn-group g-3 mt-3 mt-md-4 row\">\r\n                                        \r\n        <div class=\"col-auto\">\r\n            <a href=\"#form\"  class=\"btn btn-primary btn-lg btn-animated scrollme\" >Download the report<\/a>\r\n        <\/div>\r\n                                            <\/div>\r\n                                \r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                \r\n                \r\n            <\/div>\r\n\r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section  class=\"section section-altblo section-py bg-transparent\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-lg-center\">\r\n                <div class=\"col-12 justify-content-center\">\r\n\r\n                    <div class=\"row align-items-center \">\r\n\r\n                        \r\n                        \r\n                            <div class=\"col-md-6 col-lg-7 order-md-1 text-start mb-5 mb-md-0 pe-md-7 pe-lg-10 d-flex d-md-block justify-content-start\">\r\n                                                                    <img decoding=\"async\"  width=\"648\" height=\"462.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Illustration-Sit-Tropical-03.png\" alt=\"Image for A sense of security breeds trust...\">\r\n                                                            <\/div>\r\n                        \r\n                        <div class=\"col-md-6 col-lg-5 order-md-2\">\r\n                            <div>\r\n\r\n                                                                    <p class=\"text-uppercase section-caption text-body-color\">Trend 2<\/p>\r\n                                \r\n                                \r\n                                    <h2 class=\"mb-3 mb-lg-4 h3\">A sense of security breeds trust&#8230;<\/h2>\r\n\r\n                                \r\n                                                                    <div class=\"mb-0 text-body-color\"><p>\u201c73% of customers who say their bank keeps their personal information and account secure also say they trust their bank.\u201d<\/p><p>Financial interactions should always start with security. It not only earns the trust of customers but also removes unnecessary friction from digital experiences.&nbsp;<\/p><p>By making every customer engagement in every channel feel secure, you\u2019ll naturally build trust and unlock opportunities for more conversations \u2013 and more conversations lead to stronger customer relationships. It\u2019s a simple, virtuous strategy for great CX!&nbsp;<\/p><p>We see this consistently in data that positively correlates consumer trust and how they feel about interacting with banks in less traditional communication channels:<\/p><p>\u201cI feel comfortable discussing personal\/sensitive financial matters with my bank via mobile messaging.\u201d<\/p><\/div>\r\n                                \r\n                                \r\n                                \r\n                                                                    <div class=\"btn-group g-3 mt-3 mt-md-4 row\">\r\n                                        \r\n        <div class=\"col-auto\">\r\n            <a href=\"#form\"  class=\"btn btn-primary btn-lg btn-animated scrollme\" >Download the report<\/a>\r\n        <\/div>\r\n                                            <\/div>\r\n                                \r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                \r\n                \r\n            <\/div>\r\n\r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section  class=\"section section-altblo section-py bg-ne-05\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-lg-center\">\r\n                <div class=\"col-12 justify-content-center\">\r\n\r\n                    <div class=\"row align-items-center \">\r\n\r\n                        \r\n                        \r\n                            <div class=\"col-md-6 col-lg-7 order-md-2 text-end mb-5 mb-md-0 ps-md-7 ps-lg-10 d-flex d-md-block justify-content-start\">\r\n                                                                    <img decoding=\"async\"  width=\"648\" height=\"479\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Handset-Chatbot-02.png\" alt=\"Image for Bots are hot, but no substitute for human connections\u2026\">\r\n                                                            <\/div>\r\n                        \r\n                        <div class=\"col-md-6 col-lg-5 order-md-1\">\r\n                            <div>\r\n\r\n                                                                    <p class=\"text-uppercase section-caption text-body-color\">Trend 3<\/p>\r\n                                \r\n                                \r\n                                    <h2 class=\"mb-3 mb-lg-4 h3\">Bots are hot, but no substitute for human connections\u2026<\/h2>\r\n\r\n                                \r\n                                                                    <div class=\"mb-0 text-body-color\"><p>\u201c95% of customers want to be able to switch instantly from messaging chat to voice call.\u201d<\/p><p>AI and automation benefit both businesses and consumers in many digital interactions, but certainly not all. Without an easy off-ramp to human support, automation can backfire, potentially creating a problem where there wasn\u2019t even one at all!<\/p><p class=\"mb-0\">When used as tools for scaling invaluable one-to-one human interactions, AI and automation stand to deliver the greatest impact to financial services organizations. Customers may not see a lot of your \u2018under-the-hood\u2019 enhancements, but operational CX transformations can create some of the most innovative and differentiated customer experiences.<\/p><\/div>\r\n                                \r\n                                \r\n                                \r\n                                                                    <div class=\"btn-group g-3 mt-3 mt-md-4 row\">\r\n                                        \r\n        <div class=\"col-auto\">\r\n            <a href=\"#form\"  class=\"btn btn-primary btn-lg btn-animated scrollme\" >Download the report<\/a>\r\n        <\/div>\r\n                                            <\/div>\r\n                                \r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                \r\n                \r\n            <\/div>\r\n\r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n                <section  class=\"section overflow-hidden section-py bg-white\">\r\n            <div class=\"carousel \" data-carousel=\"block-c5b390ecab2e76a36e7accbfbf67ee7e\" data-carousel-active-index=\"0\" data-carousel-dragable=\"false\" >\r\n                <div class=\"container testimonials\">\r\n                    <div class=\"carousel__track carouselTrack\" data-transition=\"true\">\r\n                        <div class=\"row position-relative flex-nowrap\">\r\n                                                            <div class=\"col-12\" data-carousel-slide=\"0\">\r\n                                    <div class=\"quote carousel-item bg-info shadow-info d-flex flex-column rounded m-0 px-5 py-7 p-md-9 h-100\">\r\n\r\n                                        <div class=\"row\">\r\n                                            <div class=\"col-md-12 text-start\">\r\n                                                <div class=\"quote-logo mb-4 mb-md-5\">\r\n                                                                                                            <img decoding=\"async\" class=\"quote-logo\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/triodosbank.svg\" alt=\"Testimonial Logo from Sergio Rodriguez\">\r\n                                                                                                    <\/div>\r\n\r\n                                                \r\n                                                                                                    <blockquote class=\"m-0 mb-4 mb-md-5 quote-content text-body-color\" id=\"quote-block-c5b390ecab2e76a36e7accbfbf67ee7e-0\">\r\n                                                        &#8220;Integrating the listening processes, surveys, personalized interviews, ad hoc studies, website data and transactions, social media movement, chat messages or video messages we receive; all of this serves to evaluate what the clients need in real time.&#8221;                                                    <\/blockquote>\r\n                                                \r\n                                                \r\n                                                \r\n                                                <div class=\"mt-auto\">\r\n                                                    <div class=\"d-flex gap-3\">\r\n                                                        \r\n                                                                                                                    <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                                                                <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-c5b390ecab2e76a36e7accbfbf67ee7e-0\">\r\n                                                                    Sergio Rodriguez                                                                <\/cite>\r\n\r\n                                                                                                                                    <span class=\"mb-0 text-body-color\">Customer Experience Specialist, Triodos Bank<\/span>\r\n                                                                                                                            <\/div>\r\n                                                                                                            <\/div>\r\n                                                <\/div>\r\n\r\n\r\n                                                \r\n                                            <\/div>\r\n\r\n                                                                                    <\/div>\r\n\r\n                                    <\/div>\r\n\r\n                                <\/div>\r\n                                                    <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n            <\/div>\r\n\r\n                    <\/section>\r\n    \n\n\r\n    <section  id=\"form\" class=\"section section-py form-block bg-warning\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-center\">\r\n                <div class=\"col-12 col-lg-8 justify-content-center\">\r\n\r\n                    <div class=\"\">\r\n\r\n\r\n                        <div class=\"form-block-container bg-white px-5 py-7 p-md-9\">\r\n\r\n                            \r\n\r\n                                <!-- MARKETING CLOUD Form Container -- Start -->\r\n                                <div class=\"marketing-cloud-form-container\">\r\n                                                                            <div class=\"form-content mb-3\">\r\n                                                                                            <h4 class=\"mb-3\">Get the complete banking and financial services customer experience report.<\/h4>\r\n                                                                                                                                        <p class=\"mb-0\">The above is just a snapshot of some of our latest consumer research &#8211; download your copy of the full report on CX trends in banking and financial services. It offers additional insight into what\u2019s driving customer engagement and practical tips for staying ahead of the curve.<\/p>\r\n                                                                                    <\/div>\r\n\r\n                                    \r\n\r\n                                    \r\n                                    <iframe\r\n                                        id=\"marketing-cloud-form\"\r\n                                        class=\"marketing-cloud-iframe\"\r\n                                        data-iframe-params=\"utm_source,utm_medium,utm_campaign,utm_term,utm_content,transid,gclid,intcmp\"\r\n                                        src=\"https:\/\/cloud.m.sinch.com\/sinchform1_0?referrer=https%3A%2F%2Fsinch.com%2Fwp-json%2Fwp%2Fv2%2Fresources%2F3967&#038;lang=en-us\"\r\n                                        title=\"Get the complete banking and financial services customer experience report.\"\r\n                                      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