together , it ’ s obvious that to stay competitive every bank will need to set a higher CX bar .
Here are two examples of the technologies and smart techniques banks are adopting to deliver the best CX experience and stay ahead of their competitors :
• Gamification - the powerful mechanism to propel smart banking services and drive customer engagement : By using gamification in banking apps , a bank can target customers according to their specific needs . Games appeal to people ’ s desire for fun , entertainment , simplicity , social interactions , rewards and competition .
It ’ s an especially good way considering the proliferation of smart devices , the mass popularity of gaming and the hobbies of tech-savvy millennials and Gen Zs .
The millennial generation is highly motivated to get rewards for purchases and engage with brands using immersive and interactive technology . There are some good examples of smart banks that are taking the lead in utilising gamification to drive customer loyalty , build trust and upsell to more customers .
138 April 2024