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Finextra feature: Customer Experience trends in 2024: meeting evolving expectations in financial services

The landscape of brand-customer relationships has shifted dramatically over the past few years, and there’s no question that customers today wield unprecedented power in this space, demanding more than ever from the financial brands with which they interact. Indeed, expectations are at an all-time high, particularly in the customer experience (CX) arena, where customers expect excellent quality service, whenever and however they want.

Considering 90% of customers claim that the experience a brand provides is as important as its products or services, and that CX drives over two-thirds of customer loyalty, it’s key that financial brands deliver on what customers are demanding. In 2024, the trajectory of CX is steering towards a more personalised, compliant, and AI-driven approach.

Read the full article at Finextra to delve into the three prominent customer experience trends shaping the CX landscape this year.