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Making sense of the customer experience

Jeremy Suddards, vice president of financial services, HP, discusses why respondents to the customer experience survey are in the middle of a customer-experience project, why mobile is emerging as a key trend and what banks can learn from multi-channel retail.

 Register now to download your copy of the 2013 Customer Experience Programmes in Financial Services report. 

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Hewlett-Packard Company (HP)

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Cards Innovation Mobile & online banking

Comments: (1)

A Finextra member
A Finextra member 24 September, 2013, 17:54Be the first to give this comment the thumbs up 0 likes

Interesting data in the survey. But not surprising. Mobile has been recognized as THEE emerging channel challenge for banks for a couple of years now.  All major banks have an offering, and have additional projects to understand and take advantage of this new channel.

To create value for their customers banks will need to partner with Retailers to create an eco-system that engages clients and gives them information, offers, rewards and easy ways to purchase and take advantage of offers within the new partnered eco-system. This will be hard to do.  But those banks and retailers that do it, will win.

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