Customer Experience
Customer Experience Trends in Financial Services Report 2020

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
Find out the 5 major benefits Oracle CX offers to financial service companies.

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

  • Infographic: How CX Trends Impact Financial Services

    1-Minute View

    Infographic: How CX Trends Impact Financial Services


  • Focus on Customer Experience

    3-Minute Read

    A New Customer Experience Roadmap for Financial Services


  • webinar

    30-Minute Watch

    Innovating in the Experience Economy: Moments That Matter


  • Adaptive

    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?

  • Create Customer-Centric Banking Strategies

    Create Customer-Centric Banking Strategies

  • Create

    Create Omnichannel Interactions: "Engaged Bank"

  • Enable

    Enable New Business Models: "Open Bank"

  • Enable

    Enable Front Office Excellence

  • Execute

    Execute Modern Account Based Marketing

  • Increase

    Increase Efficiency with Automation

Learn more about each of these benefits.

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