The role of customer experience in the Jordanian retail banking sector

Ipsos in Jordan shares its perspective on the role of customer experience in the heavily disrupted retail banking industry

The author(s)

  • Mariam Nabilsi Research Director
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Following the highly successful syndicated study; Bank Pulse, Ipsos in Jordan is sharing a point of view piece on the state of the banking sector amongst all the change and disruption that the industry is undergoing. This light read touches upon the current economic state in Jordan and how that ties to banking behavior such as a higher appetite for loans. In addition, the piece zooms in on the financial literacy challenge, and how it needs to be addressed more heavily by banks as we dive deeper into a new digital & consumer era. The main focus however in this piece lies on the importance of having an effortless banking experience; which is something that customers today demand more than ever. Successful brands today are ones that can simplify, communicate and innovate, while placing the customer at the heart of the organization. 

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The author(s)

  • Mariam Nabilsi Research Director

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