I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.
By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.
Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listen—really listen—to what our customers have to say?
https://customerthink.com/one-on-one-cx-5-tips-to-ensure-first-responders-are-great-with-customers/
One of today biggest challenge's in business is effectively deepening connection with and identifying better ways to serve customers while also anticipating their needs. Missing such a mark can often mean losing market share that can be next to impossible to regain. However, getting the equation right can be transformative to a brand. Indeed noted management consulting firm McKinsey & Company noted in a recent insight piece that brands that can improve the customer journey see revenues increase as much as 10-to-15 percent while also lowering the cost to serve 15-to-20 percent. How? New trends leveraging technology are making such achievements possible. In fact, McKinsey says "customer care is actually on the cusp of a technology explosion that will greatly enhance frontline capabilities."
https://www.forbes.com/sites/laurencoleman/2019/03/07/how-tech-is-powerfully-transforming-new-trends-in-customer-connection/
The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
