Is X really for Experience?
Facebook, Apple, Google and Amazon (FAGA) changed customer expectations to their banks. They expect to have a pleasant and similarly seamless digital experience with their banks.
Facebook: connections and relations are just a must. By developing intimacy, the distant relations are getting closer. And through LinkedIn, clients expect to connect with peers, valuable knowledge and added-value information.
Amazon: tailored services are a standard. Where the offer corresponds to what you are looking for before you thought about it… If today “what the others also bought” seems obvious, never forget that Amazon did that revolution and has years of experience.
Google: the right information always available and straight forward. All the power to reach easily the information clients are looking for.
Apple: easy, clear... fast access… through crystal clear environment and interfaces.
So… Multichannel, Cross-channel, Omnichannel, Phygital...? User Experience, Client Experience...?
Yes, yes... But stronger than the Customer Experience (CX), bank clients have now FAGA Expectations… That’s the new X.
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9 年and the question is : can banks IS mutate fast enough to adapt to these new demands?... or should banks consider outsourcing (SAAS, process and people) for a time to value perspective....