Customer-centricity in financial services: The rules of engagement

This report shines a spotlight on customer service and engagement in the financial services sector, as well as providing insight and guidelines on how organisations can instil company-wide best practices to ensure success and drive loyalty.

The research highlights that consumers want a quick and effortless experience. And going the extra mile to meet these expectations will pay off. Consumers will be much more likely to recommend services via word of mouth or write reviews following a positive experience.