The financial services (FS) and travel industries first became interconnected in the 1970s, when the only people who could afford to travel were those with demonstrably disposable incomes. Driven by FS’ desire to approach this same audience, a beautiful partnership was formed.
Do you remember when banking meant wasting time queueing in-branch, or poring over paper statements? Thankfully, the industry has come a long way since then. Today, managing your finances is as easy as logging in to an app; and opening an account is as simple as verifying your identity with a selfie.
It’s been a rocky decade for customer experience executives in the financial services industry. They continue to rebuild consumer trust and confidence, recover from the financial crisis, and adapt to the dynamic fintech sector.
Research is confirming what we all knew—digital and especially mobile are winning as the banking platforms of choice, especially among young consumers. Banks who are banking on future success will go to where their customers are, even if this means undertaking some challenging transformations.