Top business leaders are afraid of two things: big swings in their stock prices and big swings in customer satisfaction levels. The former may or may not be in their control, but the latter can definitely be controlled and boosted by linking end to end customer experience journeys to business outcomes. Many businesses claim to... Continue Reading →
Customers today suffer from an agony of choices. For every need, there are thousand solutions. How can you make your business stand out? Customer-Centric Strategy involves elements of Customer Centric Design that puts customer needs at the primary driver for execution.
Simpler the processes, happier are the customers. But, it’s easier said than done. Financial executives are working towards creating a perfect, continuous customer experience that rides on digital. They are striving to deliver targeted, cross channel, just in time product buying or service journeys. As credit cards are one of the most popular, profitable, consistent... Continue Reading →
For the first time in decades, insurers are playing a tune that the customers can whistle. Insurance companies are increasingly embarking on digital transformation that smartly optimizes digital journeys and backoffice processes with the sole aim of delivering simple and quick claims services. Here's how insurers can unleash truly transformative digital claim journeys. 1. Prevention First... Continue Reading →
Digital is the new oil. Like the black slimy stuff that oozes out the ground, all those 1s and 0s is of no use unless processed into something more valuable. That something is customers. How can banks push the boundaries of customer experience and capture customer mindshare? Evolving from ‘Share of wallet’ to ‘Share of... Continue Reading →
Cutting costs, gaining pricing power and cross selling products is the Holy Trinity life insurers are after. Digital is enabling insurance companies to deliver delightful customer experiences through journeys that are simple, quick and convenient. It eliminates misspelling, boosts transparency and empowers customers to get quotes and buy, manage, and renew policies online by themselves... Continue Reading →
Digital has empowered customers to have access from pizza to music tutorials in a few taps. Why should financial services be any different? Today, ‘instant’ is a customer habit. How can banks and financial make digital account opening Simple, personalized and fast.
Customers and financial providers can agree on one thing. Credit cards are the most magnificent invention of the century. In this age of instant fulfilment, customers love impulse purchases. But the thrill can turn into a disappointed spill without the right credit card. Getting a credit card to a customer traditionally took weeks. Digital buying... Continue Reading →
The rise of Alibaba, Amazon and other digital ecommerce has convinced customers that they can have endless variety of products delivered instantly. This is putting immense pressure on banks to embrace instant fulfilment way of banking, keep in sync with advancing innovations and evolving custoemr preference. Hence banks, once considered the epitome of hulking bureaucracy,... Continue Reading →
Disconnected customers journeys are not compatible with customer satisfaction and loyalty. Banks are thus forced to hunt for a unified platform that identifies and optimizes end to end customer journeys. You need to have a loyalty platform provides a perspective on where the value lies in individual technologies, journey stages and operational capabilities. Mapping the... Continue Reading →