Enhance the Quality of Digital Experiences with Improved Latency and Scalability More personalised and seamless digital experiences are crucial for customers. The inherently mobile nature of customers means that they require access to banking services, from anywhere, at any time. As a result, customers increasingly expect self-service experiences to be delivered seamlessly across devices and locations, as well as more convenient, instant interactions—for example, solving queries through chatbots vs. time-demanding call-centres. On top of this, banks are faced with the need to meet customers’ growing appetite for more personalised offers, products and interactions, which are relevant to their specific banking needs and location. Failure to deliver this more personalised and seamless experience puts banks at significant risk of losing out to more able digital-first competitors.
57% of consumers said they would consider changing financial services providers due to a disconnected experience. 11
11. Customer Experience and the Connectivity Chasm, MuleSoft, 2019.
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