Survey Reveals Banks and Financial Institutions are Letting Customers Down
Banks and financial institutions rely on automation technology to onboard, engage, and connect with customers. But does that technology effectively support the processes that impact customer experience?
A recent Digital Strategies in Financial Services survey was performed by Gatepoint Research between May and August 2021 and found that even though customer onboarding is one of the most challenging aspects for banks, it’s only noted as their third most important priority. The survey also shows that 48% of executives say they want to accelerate onboarding and 33% want to improve it, yet it ranks low on their list — showing a strong disconnect between the data and executives’ beliefs about onboarding challenges.
The survey included senior-level Financial Services professionals to see how their current solutions are measuring up, and what they plan to do next to provide better service to customers, ensure compliance with regulations, and empower their employees.
The survey revealed:
- Top priorities in the next 12 months
- Most common channels of customer engagement
- Challenges to customer onboarding processes
- And more
