Understanding the Customer Experience in Banking

Traditionally, changing your bank was almost unheard of; customers tended to choose a bank after leaving school and pretty much stuck with it through to retirement and beyond. Yet with growing customer awareness and recent legislation changes in a number of countries, it is becoming increasingly easier to switch banks.

 

These developments have led many leading banks to stand up and take note, focusing their resources on driving improved customer loyalty. But how are they tackling these new challenges, especially in a world which is becoming more and more connected?

Guy Yaniv, General Manager of NICE Fizzback recently spoke to Future Banking magazine to share his thoughts on how banks can confront these challenges. Some of the leading UK-based banks also discuss their first-hand experience in improving the customer experience.

Take a look at the video below: 

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