Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Get it on Amazon (Kindle/Print)

Financial services loyalty plummets with one bad experience

Customers prefer FSIs that invest in customer experiences

According to the 'CX Revolution in Financial Services and Insurance' study, customers know they have many options available to them, and they will no longer tolerate a bad customer experience. In fact, two-thirds of the nearly 900 global respondents said that one bad customer experience would negatively impact their brand loyalty.

While financial services and insurance companies have expanded digital touchpoints, the industry is struggling with legacy systems and data silos that are preventing a fully-connected experience. With strong customer demand for seamless omnichannel interactions, a lack of connected experiences can drive friction, and potentially churn.

The study revealed that more than 50% of financial services and insurance CX professionals identify CX as a high strategic priority.

Specifically, the study addressed five key themes:

1. The rise of CX
   Increasing client expectations for seamless experiences, coupled with the digital-first environment accelerated by the COVID-19 pandemic, is putting higher pressure on financial services and insurance organizations to prioritize integrated CX strategies and investments.
2. The challenge in driving better CX outcomes
   Despite heavy investment in digital products and solutions, driving client satisfaction across the marquee financial milestones remains difficult, inspiring CX leaders to reevaluate the contact center as the primary conduit in the CX journey.
3. Contact centers are the missing link in transforming CX
   Forward-thinking CX leaders are now recognizing the potential for cloud-native contact centers to play an important role in transforming CX.
4. New ways to strategize deeper customer intelligence
   Demand for client insights and intelligence shows no signs of letting up. With AI automation capabilities and integration across all customer touchpoints, contact centers offer up a rich repository of customer data, leading to deeper insights to share across the business.
5. Expanding from productivity to production
   Extending beyond traditional problem resolution, agents are re-skilling to drive cross-sell and upsell opportunities, driving a new source of active revenue. Combined with the explosive amount of data being captured and used in a cloud contact center, this evolution is expanding the perception of the contact center from traditional operational efficiency to revenue production.

"The CX Revolution in Financial Services and Insurance report clearly demonstrates the industry is at an inflection point with CX," said Tiago Paiva, chief executive officer, Talkdesk. "The insights showcase that contact centers are a critical part of CX transformation, and can truly serve as business accelerators. Cloud solutions from Talkdesk offer the flexibility and operational agility for contact centers to emerge as revenue-producing assets, offering connected experiences that instill trust, drive loyalty, and attract and retain customers."

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)