Category: Banking & Finance
Keywords: Future of Customer, Finance Sector, Transforming
The banking and finance sector is being redefined by the rise of artificial intelligence, automation, blockchain, and fintechs. Financial institutions used to think that "service" is what differentiated one financial brand from another, but today the digital experience is paramount when it comes to separating the industry's winners and losers.
Consequently, customer-focused financial institutions have to find the best methods of using digital technologies to differentiate themselves from their competitors. They must ensure that the digital elements of the customer experience reinforce the physical experience in a satisfying manner while making appropriate use of artificial intelligence and legacy systems. And they must manage the intersection of emotion and technology in the retail banking space, all while trying to seamlessly integrate legacy systems and meet complex compliance requirements.