Financial Services Customer Expectations: 4 Key Findings That Will Define Enterprise Success
Here are four findings specific to financial services from the forthcoming report.
1. AI Use Requires Transparency and Relevance
83% of those surveyed said it is important that companies disclose when AI is part of an interaction.
2. Modern Data Collection Processes Drive Loyalty and Growth
63% of consumers say they are more likely to leave a positive review, 66% would recommend the company, 66% would do more business, and 78% would remain loyal.
3. Communications Offer an Opportunity to Differentiate
The third takeaway is that communications remain central to trust. 85% of financial services customers say communications are important to their overall experience.
4. Reducing Friction is Critical to Meeting Modern Customer Demands
Customers want their information and history to carry across channels, with 87% saying that seamless carryover is important. Yet, nearly half say they still sometimes or always need to repeat information when switching channels or representatives.