The fintech revolution and its effect on customer experience in financial services
In this Briefing, 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.
Research, Trends and Best Practice
1. Foreword by Adobe Michael PlimsollProduct & Industry Marketing, Financial ServicesAdobe We are pleased to bring you the latest annual Digital Trends in Financial Services report, focused exclusively on the financial services and insurance (FSI) sectors. This Econsultancy research, produced in partnership with Adobe, has become an important barometer of progress for an industry very much […]
Webinar Recording Feedback? We would like to hear your thoughts, please click here to take our short survey. Related Resources Report: Digital Transformation in the Financial Services and Insurance Sector Report: 2017 Digital Trends in Financial Services and Insurance Report: Financial Services and Insurance Internet Statistics Compendium Report: Financial Services and Insurance – Digital Trends and […]
"48% of US consumers aged 18-24 say they use banking apps weekly or more"
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From the Blog
With the fintech revolution disrupting even the largest financial institutions, one might expect that small, community banks would have no chance of keeping up. But as it turns out, these institutions are playing a key role in the fintech revolution.
Financial services has arguably experienced one of the highest levels of digital disruption of any industry. From banking and payments to lending and insurance, no part of financial services has been left unscathed and hundreds of billions if not trillions of dollars is up for grabs.
According to the UK Competition and Markets Authority (CMA), an estimated 85% of all UK internet users have used a price comparison website at some point or another.
Six digital trends set to disrupt financial services in 2019
Financial services is one of the industries that has been most impacted by digital disruption, and 2018 saw numerous significant trends and developments. Here are six to look out for in 2019.
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 […]
Benchmark your company's digital performance
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.