Thinking

CX Talks: CX in banking

Join Tom and Lucile as they discuss the challenge of ensuring consistent and improved CX for banks, in particular larger, legacy banks.

Join Tom and Lucile as they discuss the challenge of ensuring consistent and improved CX for banks, in particular larger, legacy banks.

Lucile offers an insight into not only how banks could look to improve their CX but moreover, how they can make this evident and tangible to their customers and ensure that their customers are aware of the improvements. The pair move on to how banks are looking to experiment in more agile ways of working to deliver improvements in their customer service and offering.

The podcast touches on the competition between legacy banks and new start-ups, especially relating to customer appeal, retention, and service delivery.  Lucile and Tom talk about how banks can build and leverage trust and loyalty with their customers, and how marketing activities can help to play into this. Marketing strategies, the importance of building empathy, and the focus being on ‘helping your customers’ rather than just selling your products can all help with this.

Listen in to learn more about the challenges currently facing banks and tips you can try to enhance your CX.

Listen here

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