“ The need for efficiency has increased as the pressure on operational costs has grown significantly ”
SHUVO G . ROY VICE PRESIDENT & HEAD –
BANKING SOLUTIONS ( EMEA ), MPHASIS partnership - which will enable legacy banks to offer more innovative products and services to their customers .”
The battle for customers : Offering the best experience Today , the battle between banks is all about offering the best customer experience ( CX ), with product suites designed with the customer at heart .
For Oriana Asciano , Client Development Manager for the UK & Ireland at Foundever , banks will continue to battle for the needs of the customer – “ convenience , efficiency , security , and personalisation ” all among them .
“ As we continue to see branch closures taking place , the focus increasingly shifts towards banks ’ overall service proposition ,” says Asciano .
“ I ’ m not just talking about whether a bank has an app , or how long it takes them to answer the phone , instead it comes down to the policies , processes and systems in use being aligned with customer expectations .
“ When people think of brand experiences , they often think about speaking with a brand ambassador and their tone of voice and attitude , but the reality is that while those things are important , what customers really care about is the outcome
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