The Customer Experience Battle Has Begun…Personalization vs Automation
LONDON, Aug. 25, 2016 /PRNewswire/ -- The Customer Experience Exchange for Financial Services US has just released a brand new report: Personalization vs Automation detailing the battle many CX leaders are facing when deciding if they are more concerned with keeping it personal with customers, or driving efficiencies through automation.
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But how do you choose the right path for your organization?
The FS industry is ever changing and the constant struggle to adapt CX strategies to meet the demands of today's millennials is relentless, with customers engaging with banks, insurers and others within FS in a much more sophisticated way - digital technology has given customer direct power.
Retaining customers is critical to business growth; with emotional engagement, personalization, even individualization playing key roles in remaining competitive.
We are now seeing a battle of ideals emerging and whilst CX professionals tend to move towards a personalized approach, the choices are not always clear when delivering a service for a huge client base.
So how are the biggest FS players delivering a personalized experience? Can this be done without the use of automated systems to service customers on a mass basis? Which is truly more critical – a personalized experience or the efficiencies of an automated experience?
These are the critical questions FS leaders including Cindy Chastain, SVP & Group Head, Global Customer Experience & Design, MasterCard; Jennifer Watkins, Global Head of Customer Innovation & Foresight, AXA; Maura Hunter, SVP Customer Experience, Fidelity; Kristin Julbert, Director of Customer Experience, BBVA and more answered in the Personalization vs Automation report.
Download your free copy here >> http://bit.ly/2bV5quP <<
Here's just a snippet of the themes and topics covered in this wide-ranging and in-depth report:
Donna Peeples, CEO, Motivated Inc discusses the change in the industry and the shift in power to the consumer: "The CX landscape has been described as shifting. I'd say it is an earthquake. I think it's going to continue to change, the things we're seeing now around personalization, around digitalization – those are going to continue to move forward but the velocity of change is only going to increase. The other challenge that we have is our brands and brand identity and realizing that we've enjoyed a one way conversation at our customers, now we have to have a two way real-time dialogue."
Jeronimo De Miguel, VP, Branding & Creative, Manulife understands the need as well as the limitations of automation: "Automation is pretty awesome, it's certainly helped and continues to help when it comes to ops and delivering, but we have to be careful, with automation what you're doing is you're resolving a friction, you're looking for pain points and trying to figure things out in a manner that's more agile or quicker."
So, what have these industry leaders highlighted as critical in the personalization vs automation battle and how can the industry learn from those leading the way? How are senior executives ensuring their CX strategies both deliver on an individual and personal scale whilst dealing with a mass customer base?
You can find out all of this and more by downloading the Personalization vs Automation report created by the Customer Experience Exchange for Financial Services US
For information or to request your invitation to attend the Exchange where 100 C-level & SVPs/Directors of CX, Customer Service, Digital from across the FSBI sector will meet to discuss the practicalities of increasing customer retention and loyalty in this hyper-competitive market, from organizations such Travelers, Metlife, Fidelity, Citi, Capital One, AIG, Mastercard and more, visit http://bit.ly/2bOD2s6 call +44 (0)207 368 9484 or email [email protected].
Media contact:
Tania Silva-Jones
Email
+44 (0)207 368 9484
SOURCE The Customer Experience Exchange for Financial Services US
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