Reimagining the financial services omnichannel customer experience

Increase competitiveness and deliver a seamless customer experience through data, context, and intelligence across platforms

73% of customers believe companies should intrinsically understand their expectations while 62% expect them to proactively anticipate their needs.¹ Serving customers efficiently and seamlessly across channels is fundamental to providing a superior customer experience. This has led financial services companies to make investments in artificial intelligence (AI) and machine learning (ML) to improve the omnichannel experience. Despite these efforts, there is still significant room for improvement.

Disparate technologies and intelligence layers that don’t talk to each other lead to a disconnected customer experience. Companies can take a different approach by building a customer experience data hub that unifies information about customers and then applies AI and ML to support an array of customer-facing applications. This central hub enables companies to anticipate the motivations for incoming customer contacts across all channels and proactively deliver the help they need.

Read our latest point of view on reimagining the financial services omnichannel customer experience to see how organisations can:

• Increase customer recommendations, boost cross-sell rates, and grow share of deposits
• Reduce call handling times by up to 50%
• Offer a warm hand-off to other channels or customer service representatives
• Establish a powerful customer experience data hub that centralizes customer data, context, and intelligence across all channels

 ¹ State of the Connected Customer, 5th Edition, 2022. Salesforce.