In today’s competitive financial services industry, delivering exceptional customer experiences is paramount. Salesforce’s Connected Financial Services Report sheds light on customer expectations and preferences, providing valuable insights for financial service institutions (FSIs) looking to improve customer interactions.
Insights from the Connected Financial Services Report
At redk, we understand the importance of customer experience in financial institutions. Our technology partner, Salesforce, is an expert at delivering personalised, efficient, and engaging experiences.
Let’s explore how redk’s services align with the findings from the report, enabling FSIs to enhance their customer experience strategies.
Customers Demand Personalised, Comprehensive Experiences
The Connected Financial Services Report highlights that customers are seeking personalised, comprehensive experiences from their financial service providers. Customers look to FSIs for support, advice, and guidance during uncertain economic times.
However, 79% of customers feel that their financial service providers still need to help them prepare for economic uncertainty fully.
This emphasises the need for FSIs to enhance their services and offer tailored solutions that address individual customer needs. redk’s customer experience services align perfectly with these expectations.
By implementing CRM systems like Salesforce, FSIs can leverage redk’s expertise to gain deeper insights into customer preferences, behaviours, and needs. This enables them to offer personalised solutions, provide relevant guidance, and foster stronger customer relationships.
Through intelligent automation and data-driven strategies, redk empowers FSIs to deliver the comprehensive experiences that customers demand.
Beyond Digital: The Importance of Human-to-Human Interaction
Contrary to the assumption that digital interactions reign supreme, the Connected Financial Services Report reveals that most customers across all three financial sectors prefer non-digital interactions.
Customers crave human face-to-face interaction and seek to be seen, known, and cared for by their FSIs.
redk’s customer experience services encompass this crucial aspect. By leveraging CRM systems, FSIs can integrate data from multiple channels and touchpoints to gain a holistic view of each customer. FSIs can offer a personalised, “whole person” individualised service, addressing customer needs and providing empathetic interactions.
redk’s expertise in optimising sales performance helps FSIs empower their sales teams to build stronger customer relationships through effective communication and personalised engagement.
Combining digital capabilities with human touchpoints helps FSIs exceed customer expectations and differentiate themselves from competitors.
Trust and Data Security Go Hand-in-Hand
The increasing awareness of personal data security has made trust between customers and FSIs more important than ever. While most customers express overall trust in their providers, trust around data and data security is more measured.
Less than half of customers feel they understand how their data is used and protected.
Customers feel ambivalent toward financial service chatbots powered by generative AI, highlighting the need for clearer communication and education on AI technologies. However, customers are also willing to share data in exchange for better experiences, showcasing the push-pull dynamic between personalised services and comfort with AI.
Looking Ahead: Future of Finance
The Connected Financial Services Report reveals that as non-traditional vendors and products gain popularity, customers are increasingly open to exploring alternative financial options.
Despite the market crash of cryptocurrencies, customers still express curiosity about digital currency, with 61% having either researched or planning to research it.
However, only 29% of customers desire blockchain digital currency services from their FSIs, indicating caution and discomfort.
With the help of redk’s marketing automation services, FSIs can deliver targeted marketing campaigns that resonate with individual customers. redk’s intelligent automation services empower FSIs to stay agile and responsive, leveraging AI, ML, and RPA platforms to adapt to evolving customer needs and preferences.
Adaption is Crucial to Meeting Customers’ Needs
The Connected Financial Services Report from Salesforce provides valuable customer preferences and expectations insights. redk is well-positioned to help financial businesses enhance their customer experiences. With our intelligent automation, sales performance optimisation, customer experience, and marketing automation services, redk enables FSIs to leverage CRM capabilities to drive customer satisfaction, engagement, and business success.
Trust, human-to-human interaction, and embracing emerging trends like cryptocurrency are all key considerations for FSIs, and redk can guide them on this transformative journey.
Together, we can help FSIs build strong customer relationships, exceed expectations, and thrive in the ever-changing financial landscape. Get in touch today and the team at redk will be happy to help.
