Trends Report

Financial Services Firms: Engage Your Customers With Innovative Digital Experiences

November 26th, 2019

Summary

The first smartphone made its debut in 1992, more than 15 years before Apple released the iPhone. After 27 years of smartphones, consumers use these devices to do almost anything, but they are slower to adopt financial activities on them. Consumers are convenience seekers, so ensure you’re present on the channels that your customers are already using. Gradually build more immersive digital experiences by leveraging new technologies like voice and extended reality. Understand your customers' preferences and provide the right interaction channels based on their context. Start experimenting with innovative digital experiences like natural language while recognizing that customers will be slow to adopt them.

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