Deputy Editor Rebecca Sentance examines the state of customer experience in the financial services industry, looking at who the digital challengers are that are disrupting financial services, what they bring to the table (and where they fall short), and how established incumbents are responding to the challenge and innovating on customer experience.
1. Introduction Businesses of all sizes around the world are undergoing digital transformation in various forms, with the global market for digital transformation forecast to reach $798bn by 2025, according to Research and Markets.[1] However, digital transformation is far from being a monolith. Although companies undergoing digital transformation use many of the same tools and […]
1. Introduction Over the last two decades a swathe of price comparison websites (PCW) have emerged, offering consumers a one-stop-shop for comparing the prices of a product or service. PCWs act as vertical search engines, aggregating product listings from multiple retailers. PCWs such as uSwitch, Confused.com, MoneySuperMarket and GoCompare are an important part of the marketing […]
The Internet Statistics Database contains over 2,000 charts and statistics related to financial services, for you to browse, save and export.
Visa is acquiring American fintech firm Plaid in a deal worth $5.3bn in what represents one of the largest acquisitions in the space to date.
Companies that offer online tax preparation in the US will no longer be able to hide their free filing offerings from search engines after an exposé revealed that they were engaging in the practice.
In January 2018, Open Banking went into effect in the UK. Under the regulation, regulated banks are required to let customers share their financial data with third-party providers through APIs.
Using a combination of SEO, content marketing, paid media, web development and web design, guarantor lender Buddy Loans boosts its conversion rates by 17%, and sees more than 5,000 additional loan sign ups.
If P&C Insurance employs chatbot platform GetJenny to take care of repetitive questions, improving customer satisfaction scores and freeing the customer service team to take care of clients with more complex queries.
Summary Red Badger has been working with one of the world’s largest banks since 2016. With products going live in the last year, the agency’s work is contributing to a global efficiency target of £1.2bn. The bank’s Originations and Utilities team identified that conversion rates on retail products were less than 5%. For the eligible customers, there were two key […]
See how your organisation’s digital performance measures up compared to others in the financial services sector, with the Performance Benchmarks tool. You can search, save and export sector-specific metrics from open rate to average click-through rate.