Customer Experience Trends for Finance

The TaskUs team is in Vegas for Money2020, the largest global event focused on payments and financial services innovation for connected commerce at the intersection of mobile, retail, marketing services, data and technology. We've seen the world of finance increasingly adapt their processes according to the customer -- from the development of real time, mobile payment systems to technology disruptions in retail banking.

Here's a few of the top trends we're noticing in customer experience for finance:

  • The rise of mobile
    Mobile's on everyone's mind these days, whether it's as a form of identity for stronger authentication, launching payments programs through mobile or even accepting mobile currency. As more and more people turn to smartphones as their primary device for everyday communication, financial companies and banks are refining their strategies to the market.
  • Omnichannel options
    If there's one thing customers desire, it's options -- another hot topic this year concerns the integration of secure, omnichannel solutions for payments and other processes. Beyond just simple human voice, email and chat support, customers want the option to solve issues over social listening, or the convenience of Interactive Voice Response (IVR).
  • Digitally oriented Customer Experience (CX)
    As information is digested increasingly in the digital space, it's become more and more important for financial institutions and companies to follow suit. Financial companies are taking note of trends in CX and adopting new methodologies/technologies to listen in on customer insights and drive loyalty and retention.

We'll be reporting more later on in the week -- if you happen to be at Money 20/20, come chat with us and check out our virtual golf experience! Booth #2700 and #2702.

Michael Buenaventura

October 26, 2015