Against a backdrop of fragmented data, complex onboarding, and rising client expectations, delivering seamless customer experience is a growing challenge when attracting customers.
AI is already influencing decisions at scale. What happens when banks and financial firms start relying on agentic AI that can make autonomous decisions? Where do humans work within this environment with these new AI coworkers?
As many banks seek to close physical branches, many still need access to a location that exists in real life. Older people, the underbanked, and small businesses all rely on cash-based services that require some high street presence.
Buy Now, Pay Later (BNPL) has reshaped the digital customer experience, removing friction at checkout and boosting conversion. It highlighted a hard truth; making it easy to buy isn’t the same as making it easy to own, repay, manage, or resolve problems. What does BNPL get right, and where does it fall short? From influencing trust, clarity impacting loyalty, and the post-purchase journey experience.
How can we harness our rich data holdings to measure and understand evolving customer needs in data as they arise?
The AI Delivery Map: Where It Fits, Where It Stalls, and Where to Start
Ask any senior leader in financial services about their AI strategy and you’ll get a confident answer. Ask them how many of these initiatives are improving customer experience and outcomes, either directly or indirectly, and the room gets quieter.