Analyst paper: Improving the customer experience: the top objective for financial innovation
DOWNLOAD white paper: Improving the customer experience: the top objective for financial innovation
As global banking efforts result in a growing number of financial products, a renewed focus on
local markets and increased integration between commercial and investment banking operations
The urgency to respond to customer demands is getting board-level attention. IDC estimates that globally the banking industry is spending almost US$120B annually to provide better omnichannel and payment customer experiences. The financial implications are imperative as market share slips quickly between companies during times of disruption.
Financial sector innovators are gaining share with operating models that achieve astounding results. A consumer bank grew credit card payments by 50% in value by offering mobile ability throughout the full customer financial journey.
This analyst paper takes an in-depth look at innovative models that use new technology solutions, data, and artificial intelligence (AI) capabilities.
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