The constant shift in today's fast-paced, technology-led digital environments has positioned customer satisfaction at the heart of all business operations. Numerous financial organizations across the globe today are in a race to make formal commitments for serving relevant, personalized, and in-context products and services to customers as and when they want them. While companies attempt to cope with the surrounding hype of new marketing concepts and simultaneously scale their actions, the proliferation of `digital everything' has empowered customers with an abundance of choice. Although there is a fine line between merely serving the customers and ensuring a delightful experience at every turn, most enterprises fail to grasp the concept of customer retention. What organizations need to understand is that customer retention is inherently linked and is a direct result of impeccable customer experience.Appealing company culture and undivided dedication to unparalleled service are imperative to delivering optimal customer experience because customers matter as people, and not as mere numbers to boost a brand's value. That said, customer experience can be interpreted as the measure of an end user's opinion or sentiment toward a brand, and the value it offers based on a customer's journey throughout all the touchpoints. In today's world of unlimited choices, the enterprises must ensure they do not leave their customers pondering even for a moment, but rather guarantee exemplary service and experience the sheer joy of interaction. While every other offering turns out to be a commodity, experiences are the only thing that customers are willing to pay a premium for. The driving force behind superior customer service in the financial sector is an organization's ability to be a swift solution for an emerging need rather than simply reacting to customer feedback.The bottom line: financial companies must pre-empt what their customers are thinking prior to them spending time and energy reaching out for assistance. This will immensely boost customer appreciation and loyalty toward a brand. With the growth of new trends in delivering proactive customer engagement, leafing through this edition will allow strategic planners and financial organizations to gear up for the future of unprecedented customer experience.Copyright © 2019 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Contact Us:phone:510.402.1463Fax:510-894-8405Email:sales@bankingciooutlook.comeditor@bankingciooutlook.commarketing@bankingciooutlook.com AUGUST - 07 - 2019, Volume 05 - 09 (ISSN 2644-2418) Published by ValleyMedia, Inc. To subscribe to Banking CIO OutlookVisit www.bankingciooutlook.com Editorial StaffSalesT:510.402.1464Nick Masonnick.mason@bankingciooutlook.comVisualizerJaxon JaseIssac GeorgeManaging EditorJames RobertsonThe Bar has RisenJames RobertsonManaging Editor editor@bankingciooutlook.comCarolynn WaltersJustin SmithJoseph MichaelEditorialKenneth ThomasRussell ThomasPaul Barber*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff
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