This survey asked 93 selected contact center, operations, sales, and customer service executives within the financial services industry questions around the state and future of their customer experience—from the challenges they face to their biggest opportunities.
Highlights from inside the report:
- 33% aren’t able to use data strategically in real-time
- 2/3 use separate vendors and have to integrate systems
- 48% want seamless, end-to-end transactions with full compliance to meet CX objectives
The world of financial services is undergoing fundamental global changes, putting a new business focus on customer experience investment priorities.
of financial services employees agree digital technology is disrupting the industry.
of financial services employees believe their firms are adequately prepared to keep up.
of financial institutions expect to increase FinTech partnerships in the next 3-5 years.
More Financial Services Resources
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1-Minute View
Infographic: How CX Trends Impact Financial Services
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3-Minute Read
A New Customer Experience Roadmap for Financial Services
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30-Minute Watch
Innovating in the Experience Economy: Moments That Matter
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5-Minute Read
The Adaptive Bank: Evolving to Thrive in the Experience Economy
Watch how traditional banks can compete in the modern digital world:
How can Oracle CX help financial services?
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Create Customer-Centric Banking Strategies
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Create Omnichannel Interactions: "Engaged Bank"
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Enable New Business Models: "Open Bank"
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Enable Front Office Excellence
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Execute Modern Account Based Marketing
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Increase Efficiency with Automation
Learn more about each of these benefits.
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