Financial Services
Your Trust, Our Technology, Shared Success
The financial services landscape is constantly evolving due to regulatory changes, technological advancements, and shifting market conditions. B2B financial services companies must demonstrate a commitment to continuous improvement, regularly updating their offerings and processes to meet changing client needs and industry standards. By focusing on these areas, B2B financial services companies can deliver superior value to their customers, fostering long-term relationships, driving growth, and maintaining a competitive edge in the market.
As businesses increasingly rely on digital solutions, financial services companies must offer user-friendly, efficient digital platforms. This includes providing seamless online and mobile banking experiences, as well as innovative financial management tools tailored for business clients.
B2B clients expect personalized services that address their specific needs. Financial institutions should leverage data analytics and AI to gain deep insights into their clients’ financial behaviors and preferences, allowing them to offer tailored recommendations and solutions.
B2B clients often have complex needs that require prompt and knowledgeable support. Implementing benchmark customer service standards and continuously improving based on feedback can significantly enhance satisfaction. This may involve investing in training for customer-facing staff and implementing advanced customer support technologies.
34
average NPS score for financial services in 2022
5.6 / 7
customer effort score for digital banking services
66%
customers who expect personalized services
75%
retention rate after 1st year
Key Industry Challenges
Sectors We Serve
Latest Insights
Customers = Company Value
The value of a company – your company – is best measured in terms of the current and future value of cash flows from customers. This makes customers your most prized asset.
Churn & Acquisition: Experience Economics in Media & Entertainment
Churn is approaching crippling levels, and customer acquisition costs are spiraling out of control. Boosting customer lifetime value through improved retention and cross-selling/upselling must be the top priority.
From Cost Center to Value Driver: The CX Revolution in IT Support and Maintenance
For senior executives overseeing IT operations, the challenge has shifted from simply keeping systems running to leveraging support functions as strategic assets that directly impact business performance and customer loyalty.
Can the B2B CX Measurement Conundrum Be Solved?
Many B2B firms have fewer than 10,000 customers, with some under 1,000 or even fewer. Small customer populations make it difficult to gather sufficient feedback for reliable statistical analysis.
Payment Evolution: Why Customer Experience is Your Most Valuable Currency
Let’s get one thing straight: payment services isn’t just about moving money anymore. It’s about moving people—with speed, trust, and experiences that don’t make them want to switch apps mid-transaction.
How CX-y Are You, Really? From CX Lip Service to CX Superpower
Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.