Results from this survey indicate that financial institutions are prioritising investment in customer experience capabilities as a key factor in new IT-led growth initiatives.
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GLOIn late 2022/early 2023, a survey conducted by Finextra research aimed to determine the priorities and aspirations of financial services with respect to enhancing the digital experience for customers. The survey aimed to determine the degree to which services have become personalized or even hyperpersonalized. Results from this survey indicate that financial institutions are prioritizing investment in customer experience capabilities as a key factor in new IT-led growth initiatives. However, feedback also highlights the challenges associated with this objective, including legacy IT infrastructure and regulatory obligations around data storage and processing. The findings of the survey suggest that there is a genuine and increasing desire among banks and other financial service providers to invest more in improving the ease and satisfaction of customers’ online interactions.
You can download the research here
