In the third episode of our podcast , George Cox, Project Manager at redk, and Hideki Hashimura, our CRM/CX Strategist and Head of Marketing, discuss the state of digital transformation in financial services. In an industry that is generally considered to be quite conservative, both traditional and digital banks now operate in the same dynamic and competitive markets .
But to gain a competitive advantage in such a complex environment, all of them must offer an outstanding customer experience if they want to mint phone number data retain and grow their clientele. This often means incorporating new digital tools to improve efficiency, but without losing the human touch.
Whether we're shopping for groceries, buying a car or doing our banking, we expect a seamless digital experience and personalized attention. This has become even more important as the COVID-19 pandemic has forced almost all companies to catch up and embrace the technological revolution.
For George and Hideki, in a world where most organizations have had to adopt a digital model by default, three main trends are emerging.
Improve operational efficiency
Operational efficiency, according to Hideki, is now the main driver of innovation. At redk, we are always looking to identify areas where efficiency can be improved within the financial sector, and according to George Cox, success in this area is all about “delivering the right data at the right time.”
George Cox: “It’s about providing the right data at the right time.”
What used to happen in financial services in particular is that customers who needed a solution were passed from one department to another, but were never provided with the data surrounding their issue. Fluid, integrated systems like Zendesk allow information to be integrated through an interactive interface that makes it easy to keep data ownership with a single agent.
This results in more satisfied and loyal customers, and agents no longer need to search for the same information over and over again. Automation therefore encourages first-contact problem resolution and enables customers to resolve a greater number of simple issues themselves.
Far from being a futuristic science fiction resource, AI and machine learning are real and common tools in solutions like Zendesk, especially in areas such as customer self-service and identifying trends to market products and services tailored to consumer needs.
