Introduction:
Nowadays we are asked to share our feedbacks for almost all products and services we avail, be it retail store, hotel, bank, everywhere. The feedback reflects our overall experience with the business entity. The endeavour to improve the customer experience (CX) in the banking industry is remarkable for the past few years. Competition is now own not by pricing and product features but with the degree of ease of availing the products and services. Ease of doing banking implies 24*7 availability of banking services in smart phones and other electronic devices and with simple processes and navigations.
The challenge lies in the fact that the customers now compare the products not only across the institutions within the industry but across sectors. A 2018 Capgemini report says that 71% of bankers think that positive experiences in other sectors now drive customers to expect more from the banking sector. The time taken for online application of loan to the credit of loan amount in the account is compared with the convenience of ordering and paying for daily needs online. Balance enquiry, mini statement, and fund transfer is expected to be done with one or two clicks in place of more than eight clicks traditionally. Bank of America allows balance enquiry without even signing in. A PwC 2018 report shows that positive customer experiences influence 75% of customer decisions in banking.
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Esta historia es de la edición January 2021 de BANKING FINANCE.
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