Strike up a great conversation.
Strike up a great conversation
It’s important to make a good first impression at any party. Be inviting, listen to people and strike up a great conversation – just like you would with your customers.
The changing nature of customer relationships is particularly acute for the financial and insurance sectors. Consumers want banks and insurance companies to make digital self-service easier, and they want faster, more convenient ways to interact with their service providers. However, they also want a reassuring, personal touch when they need it.
It’s important to understand consumers and find new ways to engage with them. For example, demand from consumers for web-chat in banking services has gone up by more than 100% since 2012. And 12% of consumers say they’ve used social media to contact their bank. Could these be the new engagement platforms of choice? What’s the right mix of omni-channel support you need to provide?
Our two papers, ‘Youbiquity Finance – Retail Banking’ and ‘Youbiquity Finance – General Insurance’ explore how consumers use self-service to interact with organisations, and how things have changed over the past five years.
Explore how digital has changed the self-service landscape. Find out what customers want and how financial service providers are changing to meet their needs.
Discover how this research has informed the channel strategies of some of the world’s leading financial institutions. See how they’re using technology and industry leading collaborations – like BT’s partnership with Avaya – to build stronger customer relationships. You might even find some useful tips on how to encourage Carol from Marketing onto the dance floor.