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Between compliance, competitors, and digital transformation—delivering excellent customer experiences in financial services is tricky in today’s dynamic environment.
We’ve put together the most critical CX challenges from senior customer experience (CX) leaders representing banks, investment firms, credit card/payment services, and insurance providers of all sizes. Check out this paper to learn four biggest challenges facing the financial services industry, and how your brand can deliver better customer experiences in banking.
Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!
Shortlisted for the 2023 Best CX Transformation at the CX Awards
Winner of the 2019 Best CX Transformation Award
The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, InMoment has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.
With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analysing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights.
Shortlisted for the 2023 Best CX Transformation award.
Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with InMoment, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.
Nell Bond, General Manager of Product, Customer Experience and Innovation
When we first selected InMoment, we had a fantastic and smooth experience transitioning from the sales process to our client success team. We were really impressed by the kick-off meeting, the accessibility and the dedication we received from the whole process. We were so impressed, that we are taking that experience and trying to replicate it across our own relationship management at legalsuper!
legalsuper’s Manager of Insights and Service Design