Banks initially began as trusted entities that would act as custodians of their customers’ wealth and channel them toward growth opportunities that would aid in growth and prosperity for all. Cut to 2023, that promise alone does not suffice. The modern account holder holds banks to a higher standard and has little to no tolerance for banks with poor customer experience (CX).
Over the years, CX has gone from being a frill to an essential component that can have a colossal impact on the bottom line for banks. For 2023, incorporating these trends into workflows will help banks pull ahead of their competitors by a significant margin.
Blake Morgan, a notable customer experience futurist noted that 2023 will be