The consumer and digital: The customer journey in a digital environment based on big data
Digital finance is opening up new opportunities for consumers of financial services.
As a consequence, demands on the products and services offered by financial institutions are increasing.
At the same time, reputational risks are also increasing as, thanks to the increased influence of social media, any published customer feedback instantly goes public.
How do you ensure a personalized approach to the customer at all stages of his or her digital financial service journey?
How do you continually stay in touch with the customer and what are the most productive communication channels?
What valuable insights does the customer profile contain and how do you quickly respond to their changing needs?
How can you effectively optimize the business processes and development strategy of your financial organization based on customer feedback?
