Customer service quality has become critical in consumer decision-making, especially in the financial sector. Consumers want faster, more convenient, and highly personalised experiences, leaving traditional banks under increasing pressure to keep up with changing customer expectations.
'Banking on Banks 2024: The Customer Experience' reveals how 7,000 consumers across Italy, Germany, France, the UK, Austria, and the USA expect convenience, speed, and personalisation in the services they receive, and in many sectors, it has become a key battleground for attracting and retaining customers.
To succeed in retaining and attracting new customers, financial providers should not only offer products and services suited to changing consumer needs but also deliver them in a timely and personal way.
