Achieving Customer Service Excellence in Financial Services
Speakers:
Hideki Hashimura – CRM/CX Strategist & CMO at redk CRM Solutions & Lecturer at Cambridge University.
George Cox – CX Specialist & Project Delivery Manager, redk
How do customers want to interact with financial services firms? This webinar with redk, available to watch on demand, delved into the demands of the future consumer and the technology needed to serve them:
• Customer behaviour is truly digital-first: they expect to be able to interact with brands fully digitally, through their chosen media such as WhatsApp and text.
• Companies need to be able to move quickly to keep up with change. The complexity of digital interactions and customer service, which has traditionally been seen as a departmental issue, requires integrations across the whole technology stack – in particular a unified CRM system.
• Through automation, data from across the business can be integrated into customer service in order to turn it from a cost to a revenue-driver, through upselling and cross-selling opportunities.
If you would like more information on CRM Transformation, please contact Ellen Bradford at redk.
