Accelerating Customer Service Transformation in Financial Services

The COVID-19 health crisis of the past 18 months quickly caused unprecedented financial challenges and pressures.

Financial Service Institutions (FSIs) were faced with the need to reassure customers, maintain trust, whilst also rapidly deploying new technological solutions to meet, and exceed, surging customer demands.

As 68% of customers say COVID-19 has elevated their expectations of
companies’ digital capabilities (State of the Connected Customer
Research, Salesforce), there is now a continual demand on customer-facing leaders to advance technological capabilities at speed.

When it comes to investment, customer experience and customer feedback is being recognised as key to success. 36% of those interviewed are prioritising investment in voice of the customer technologies and 33% are prioritising both digital customer analytics and real time customer feedback, within the next 12 months.

This report delivers an insightful analysis of interviews conducted with senior customer care decision-makers and full-time customer service professionals.

Download your copy to uncover service challenges, key investment
priorities, and trends in the Financial Services sector and understand how prioritising exceptional customer experience can drive success in the post-pandemic era.

With challenges, comes opportunity, and these key industry insights provide a carefully researched and insightful outlook on how businesses must now take advantage of these technological developments and accelerate their business transformation.

Within this engaging report, gain valuable insights including:

• Service Challenges, Priorities, and Trends in the Financial Services sector
• Changing Customer Expectations
• Employee Engagement and Work from Anywhere
• Accelerated Service Transformation, Driving Operational Excellence, and Cost Reduction

“It’s about connected, intelligent, personalised service. If you focus on that, anything is possible”

(Sean Catlin, Regional Vice President – Financial Services, Salesforce).

These insights are provided in collaboration with CCW Europe Digital and Salesforce.

About Salesforce

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