Modernizing Your Customer Experience

Recent data shows many CEOs and CFOs are investing in digital technologies despite elevated market inflation. Kforce can help you transform your business with #fintechsolutions that enhance your customer experience. In this webinar, our experts discuss innovations occurring in fintech, expectations of the modern customer and how the financial services industry is adapting to these changes.

“There is a new generation of customers who are way more tech savvy, and they definitely prioritize experience over loyalty. And with that, the landscape has changed, specifically related to the member experience and personal services.” Ryan Riley , Kforce solutions practice leader

1.   Customer experience and an integrated product strategy are foundational to progress.

The #financialservicesindustry has experienced massive technological advancements in recent years. What was once a race to release products and capture wallet share is now a focus on engaging and retaining customers.

“The whole customer experience has become critical as people have become less loyal to the banks they have used in the past,” Kforce Strategic Accounts Executive Andy Johnstone said. “The customer experience we expect as consumers is changing. We want mobile trading. We don’t want to talk to a broker. We want dashboards that show where all our money is and how we’re doing. And we want instant gratification, in a sense. 24/7 access.”

2.    Design thinking brings customer centric initiatives to life.

To better serve these tech-savvy customers, companies must rethink their approach to problem-solving. They’ve shifted their attention to create high-touch experiences that prioritize the needs of the customer. That’s where design thinking comes in.

“The design thinking framework is a great approach to problem solving and ideation because it allows for continuous discovery, ideation and learning, but puts the focus on the end-user,” Riley said. “That is the problem-solving framework, based in empathy as the starting point, then using that empathy along with agile processes to create something repeatable.”

3. Expect to see more of these changes across the financial services industry.

Businesses that implement these changes quickly and effectively will be rewarded.

“There is an unbelievable pressure for these banks and financial institutions to stay relevant, valuable and in-front of the customers,” Johnstone said. “And it really does come down to speed.”

Already customers have seen companies reimagine payments and lending services, but users can expect to see changes in other areas, too. Robo-advising, loan originations and more intuitive self-service apps are all primed for experience overhauls, according to Suresh Deodat , Kforce senior vice president of sales strategy and innovation.

Investments like these are critical to a company’s growth strategy and can help boost productivity and manage downward pressure – all of which results in a better experience for the customer.

Kforce can help you transform your business with fintech solutions that enhance your customer experience. Learn more about the advantages of modernizing your customer experience: https://kfrc.co/3EGaWwW