The Story: According to new data from Genesys, good CX includes empathetic customer support. In fact, 70% of consumers say that a company is only as good as their customer service, but 40% of consumers say that interactions with customer service representatives are where that customer experience often breaks down.
The Takeaway: Though the data finds banking and financial services have relatively high customer satisfaction ratings, banks and credit unions can do more to further improve customer experiences and build trust. FIs should prioritize training staff on how to lead with empathy and use automation for transaction-based support while saving humans for more in-depth solutions and consultative advice. The bottom line for financial brands is that CX plays an outsized role in growing wallet share and building coveted brand loyalty through outstanding human-centered experiences.
Source: Genesys, “The Connected Customer Experience,” October, 2021