CX Omnichannel ancora “lenta” per Finanza, Salute, Pharma e Servizi Governativi

AICEX SUMMARY: L’analisi è relativa agli USA ma anche in Europa la situazione è simile.

The omnichannel customer experience is nothing new, especially in the consumer and retail industries. Many companies and brands are using data and automation technologies to engage seamlessly with their customers at any time and place and across any device.

At the same time, omnichannel doesn’t mean digitizing every aspect of the customer journey without regard to which channel is best-suited for customer needs at each stage. The recent news of Google Compare shutting down is a great example of this.

The search engine giant’s entry into — and quick exit from — financial services proves one thing: Even with all the data and insights in the world, customer value is not based solely on price or convenience. Rather, “comprehensive answers” related to insurance, mortgage and other financial products are largely best served by professionals who can provide high-touch interactions with customers across channels, online and off.

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Da Zero a $5 Billion grazie al Customer Service


By Flavio Martins

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world.

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Behind the scenes, the bank operations would astound most traditional bank executives. Metro Bank spend nothing on marketing, spends no money on advertising. It’s sole focus? Developing fantastic relationships with customers and utilizing word-of-mouth as its primary driver in new customers. Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs.

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