NGDATA’s annual Consumer Banking Survey found that consumers have increasingly high expectations and demand exceptional customer service in exchange for their loyalty. This means that banks and credit unions must accelerate digital transformation across their organizations so that they have the tools to become fully customer centric. Consumers must be at the center of their entire architecture, and meet the raised expectations for service providers.
https://thefinancialbrand.com/68968/digital-banking-customer-experience/
By now it is abundantly clear that meeting and exceeding customer expectations is or should be the ultimate objective of digitizing the business of banking.
The buzzword that’s no longer a buzzword but has become an imperative for survival is “customer experience.”
http://www.bankingexchange.com/blogs-3/making-sense-of-it-all/item/7193-race-is-on-in-digital-customer-experience?Itemid=802/
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