The Next Boom: Digital Transformation That Customers Will Love
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This is the latest installment of my ongoing series of discussions with entrepreneurs, venture capitalists and corporate leaders on what to expect as the world recovers in the post-Covid era in terms of technology and innovation.
Technology and digital transformation can smooth the paths to employee and customer satisfaction, but, alas, it can only smooth, not compel a company to take that path. We learned all this in a big way over the past year with the onset of the Covid-19 crisis, and this is the lesson that is delivering success in the months and years ahead as we emerge into a disrupted world. Focus on the most important thing and only that one thing: the customer.
Consumers Expect Clear, Consistent and Personally Informed Communications from Financial Institutions
WELLESLEY, Mass.–(BUSINESS WIRE)–Redpoint Global, a leading software provider that helps brands deliver revenue-generating and personalized customer experiences, today announced new research revealing major gaps in customer expectations and delivery of services by financial institutions. Conducted by Dynata, the survey of more than 1,000 U.S. consumers found that while 82 percent of respondents expect banks to personally understand them, only 38 percent say their bank is effective in doing so.
Coordinated communication is also essential, as 88 percent of consumers surveyed said that a bank should have seamless communications and interactions across all channels (branch, website, mobile app, call center) updated with timely, relevant and valuable information. Currently, less than half (45 percent) feel their bank is very effective at delivering a consistent and seamless experien