How important is it today that financial services providers , particularly legacy institutions , tailor new onboarded technologies to meet customer demands ? What will be the formula for providing the best CX ?
FINANCIAL SERVICES
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How important is it today that financial services providers , particularly legacy institutions , tailor new onboarded technologies to meet customer demands ? What will be the formula for providing the best CX ?
Jeremy Grinbaum , VP EMEA , Amplitude Customers have remained loyal to their local legacy bank branches for the same reason they remain loyal to other local amenities : the trust built through personal relationships .
Now , bank branches are shuttering , but the desire for personalisation remains - which means financial institutions must recreate these personal , small-bank experiences digitally .
With long-established banks encumbered by legacy systems , this opportunity truly falls to the cloud-native , agile neobank .
Firstly , neobanks can ’ t improve the customer experience without understanding the broader financial end goals of each user . Take the example of someone using a product to pay off student loans .
While the transactional component of making payments and saving money is important , the way to go above and beyond is to ask the question , ‘ why does a particular person want to pay off their student loans ?’
Maybe to buy a house , start a family or open a savings account for their kids . Challengers need to view their product from the user ’ s perspective : start with a financial goal and then build an exceptional product experience to support that .
136 April 2024