Customer experience (CX) is a fundamental concept that continues to garner attention across all types of financial institutions (FIs). Influenced by the growth, demand, and evolution of customer expectations, FIs are prioritizing their customer-centric investments at an increasing pace to adapt to a new normal. The majority of FI’s investments in CX to date have been driven by the priorities of siloed, product-specific lines of business (LOB), leading to inconsistent experiences.

The rapid shift to digital and non-physical interactions during the COVID-19 pandemic has exposed the vulnerabilities of these early investment decisions as many FIs struggle to adapt their operations to the new reality. Going forward, meeting customer expectations will require FIs to adopt a product-agnostic (i.e., enterprise-wide) approach to addressing the end-to-end customer experience.

To learn more about re-inventing customer experience, visit https://www.capco.com/customer-experience.