We share how we helped a large regional bank evolve its user experience and retain customers.
According to recent studies, improving the customer experience has become both a significant trend and a strategic objective for financial institutions. Unfortunately, many of them talk about making improvements without making the investments that reduce friction.
The study above also found that organizations with the best customer experience see a higher share of deposits and have customers that are nearly twice as likely to refer new customers. They’re twice as likely to try new products from their bank.Our client, a regional banking institution, knew it needed to make a change for these reasons and more. While it maintains multiple assets, from commercial lending to personal checking to investment management, it was having difficulty attracting and retaining customers. As such, leaders knew they needed to build the right customer experience and interactions, but they didn’t know how.
Learn how we helped our client address this challenge and the results they achieved below.
