The Canadian financial services industry spent an astounding $8.7 billion dollars on information technology. According to a Deloitte 2014 Industry Outlook, many banks are investing on IT to focus on revenue growth, customer experience, and security. There is a strong desire by the banking industry to drive performance, mitigate risk and improve operational efficiency.
Customer experience is the new differentiator, requiring the seamless and unified delivery of online, branch, and mobile channels. By leveraging technology, banks can better understand customer spending habits, preferences and product demand and grow revenues.
McKinsey research, The three Cs of customer satisfaction: Consistency, consistency, consistency supports the belief that a consistent customer journey across multiple touchpoints is a key predictor for customer satisfaction and loyalty. Key findings include: companies can differentiate their brands by focusing on customer experience; building trust leads to long-term business success; and consistency-driven emotional connection is essential for customer loyalty. Continue reading