Providing Great Customer Experience in Banking

These are a few CX trends in banking to watch out for in 2022: 

• Increased Usage of Mobile Banking

We live in an age where technology is developing at a rapid rate, resulting in changes in business processes and customer-brand interactions. One of the fastest-growing banking CX trends is the drastic increase in the usage of customer self-service through mobile banking. Customers want to be able to interact with their bank and access its services virtually from their homes. Banks that aren’t able to provide customers with mobile banking services place themselves at a severe disadvantage to their customers. It is therefore critical for banks in today’s day to provide customers with customer self-service options so as to remain competitive in their industry. 

• Integration of Artificial Intelligence

Banks are increasingly using AI as a means to enhance customer experience by automating and speeding customer-brand interactions. Customers find it frustrating when they are kept waiting or when they aren’t able to receive a resolution to their issue. AI is a solution that facilitates customer self-service through innovative solutions that allow banks to enhance CX. Banks can integrate AI-enabled chatbots as a part of their customer experience. This will give customers the option to interact with the chatbots when they experience issues with the bank. These chatbots can process information from a range of different sources, including the CRM customer profiles and the bank’s knowledge base, and respond to customers much quicker than customer-service agents. 

• A Seamless Omnichannel Customer Experience

Customers today want to be able to interact with brands across different channels, whether that be in-person, through a mobile app, or through the bank’s website. Although there is an increased focus on digital CX these days, especially due to the pandemic, banks need to provide a great customer experience across their non-digital and digital channels. They must therefore provide a seamless omnichannel experience that facilitates real-time data synchronization across all channels.