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Whitepaper

Understand your customers to help improve their Financial Well-Being

 

True customer-centricity is a radically new way of envisioning banking and your relationship with your customer, requiring a holistic understanding of their needs and a more personalized digital service. 

Companies like to talk about customer-centricity. It’s a buzzword that all too often lacks substance. 

So what does putting the customer first actually mean? What does prioritizing customer needs look like?

Caring for your customer’s financial well-being is more important than ever with the uncertainty and insecurity caused by COVID-19. But creating an empathy-driven customer experience is a challenge, particularly for banks accustomed to measuring their success in company-centric metrics like revenue growth and cost savings. 

But showing your customers that you value them reaps major rewards. Among customers who feel valued by their bank, 71% plan to stay with that bank, while 87% will advocate for it, and 82% plan to spend more money.

A report by Forrester titled "Understand Your Customers To Help Improve Their Financial Well-Being" explores how different customers have different attitudes towards financial well-being, highlighting the need for a more personalized and targeted approach to customer service. 

Download for free the Forrester whitepaper to discover: 

  • The need to develop a more modern and relevant customer segmentation model to better understand customer needs. 
  • Forrester’s four main customer profiles and why their varying feelings about their financial situation require different digital experiences. 
  • How to tailor your service according to your customer’s particular financial circumstances. 
     
  1. The State of Digital Insurance
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    The State of Digital Insurance

    With the onset of 2020’s COVID-19 pandemic, the mass migration to digital services came to define customer preferences—and insurance was no exception.

  2. Global Private Banking Trends
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    Global Private Banking Trends

    Today’s private banking clientele want their advisor interactions to be augmented by digital capabilities—but this must be done strategically. So, how can banks take meaningful action guided by changing the landscape of client preferences?

  3. The State of Digital Banking: how to prepare for the future of banking
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    The State of Digital Banking: how to prepare for the future of banking

    Customers are ready for change but banks are being slow off the mark. How can your organization better prepare for the future of banking?

  4. From Surviving to Thriving: Digital Customer Engagement beyond Video Conferencing
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    From Surviving to Thriving: Digital Customer Engagement beyond Video Conferencing

    A key challenge for financial services providing customer or client advisory has been ensuring a smooth digital migration – are they adequately served by existing video solutions?

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