The banking industry has been talking about improving the customer experience with customer-centric banking for a long time.
From a recent study of French retail banks, neobanks and online banks are winning the customer experience battle. To retain customers, traditional banks will need to improve their overall customer experience, a key priority as reported in DBR Researchís Digital Banking Report 2018. All three of the top trends for 2018 are related to improving the overall customer experience. Failing to address these key trends will hurt laggards.
Just because you have a digital presence doesn't mean your work is done, it just means that you need to continue to innovate to attract and retain your customer base. But what makes for a successful banking customer journey?
Read this solution brief to learn the five pillars of success for the banking customer journey.
The healthcare industry is evolving at a rapid pace from both technology and business perspectives. New technologies are
dramatically improving healthcare, from diagnostic imaging and scanning tools to the digitization of medical records. From
the business side, the industry continues to consolidate, with metropolitan or regional medical providers absorbing local
clinics and rural practices, and large retailers acquiring pharmacies, minute clinics, and urgent care facilities. As a result,
many healthcare companies are now competing with retailers for business.
This competition may be good for the customers (i.e., the patients) who are demanding higher levels of care and a better
overall experience. This could mean better access to new diagnostic tests, test results, and specialists who may be located
far from the patientís location. Healthcare providers need to work toward providing the same care and experience to
customers in their main facilities as they do in distributed clinics, ur