The financial and insurance services industry is at a tipping point in terms of customer experience (CX). We have seen this industry partner with others in expanding digital touchpoints and thus be able to promote stronger customer service and customer engagement. We have also seen difficulties in integrating data and systems and delivering a truly connected experience. In the long run this is the biggest challenge for companies; Customers expect easy interactions that make them feel unique and valued, and when all that is missing, abandonment is a constant threat.
While major financial services and insurance firms are looking to streamline CRM and other core systems in their quest for CX transformation, there is a missing link: contact centers.
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