Customer experience management
CX B Future Banking /
www.nsbanking.com
and the Covid disruptor
The coronavirus pandemic has brought fi nancial and mental health hardships for millions of people, who now need banks to step up and help. The challenge is to provide a seamless and consistent experience as customers migrate to the digital channel. Jim Banks speaks to Janet Chapman of Nationwide Building Society and Kat Robinson, director of customer experience at Metro Bank, about how new technologies and process adaptation are helping them serve customers during the pandemic.
anks are no strangers to market disruption. It can take the form of sudden unforeseen events, such as the global financial crisis of 2008, or it can happen because of unstoppable forces like the advance of technological capability. Today, with the Covid-19 pandemic still gripping the world, both the sudden impact of the virus and the inexorable push towards digitalisation are forcing banks to re-evaluate the customer experience (CX) they deliver.
The pandemic is fundamentally – and likely permanently – changing customers’ attitudes to digital
banking. Some have been forced to use online banking for the first time, due to restrictions on movement and social distancing requirements. For older generations, of course, the need to self-isolate has often made it impossible to visit their local bank branch. As more customer interactions move to the digital channel, banks have had to ensure that their brand values are reflected online, just as they are in the branch. Whether it is a new entrant to the market, or an established presence on the high street, CX is, increasingly, how a bank can differentiate itself from its competitors.
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