October 3 - This event will examine the dramatic impact of new technology and thinking on how consumers and financial brands interact. We will explore how providers, both emerging and traditional, can build ‘emotional’ engagement with their customers in an environment increasingly dominated by digital interactions.
More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
Can financial services companies build connections in a world of increasingly virtual relationships? They need to if they want to keep and gain customers, writes Tony Smith in Quirk's.
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.
Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.
Creativity is as important as ever, but as the media landscape has fragmented and consumers encounter brands through ever more touchpoints, it has to be designed for the context in which it’s delivered to truly excel. It’s no longer enough to create just one piece of content and share across all platforms. Nowadays, creative needs to be fleet of foot, optimised for the intended channel or platform to generate true brand impact.
