The experience economy demands more of your service strategy

Abstract

Myriad providers have led the financial industry on a channel acquisition binge. While channel investments should be focused on growth, retention and wallet share, many financial institutions have been blinded into thinking channel access equates to true customer value. The danger? Institutions making enormous omni-channel investments are often delivering underdeveloped experiences that leave their customers disloyal and dissatisfied, ultimately exposing their business to competitive threats.