信任方程式：构建技能体系以强化金融服务业的客户关系.pptxVIP

TheTrustEquation:

BuildingSkillstoStrengthenClientRelationshipsin

FinancialServices

Revampandenhance

thefinancialservices

clientrelationshipina

digital-firstenvironment

Financialservicescustomersarediferenttodaythantheywerejustafewyearsago.Inanerawhereamobileappexistsforvirtuallyeveryaspectofdailylife,theabilitytomanagebanking,investments,andeveninsuranceclaimsviasmartphoneisn’tjustanice-to-have—it’samust.

Yettwo-thirdsofcustomerssayfinancialservicesorganizationshaven’trespondedquicklyenoughtotheirchangingdigitalneeds.Asdigital-onlybanksandnon-bankfinancialservicesmakeheadwayintheirdigital

transformation,laggingbehindcancomeataheftyprice.

IncorporatingsophisticatedtechnologylikegenerativeAI,machine

learning(ML),chatbots,andautomatedsurveyscanhelpyoustay

competitiveandstrengthenyourcustomerconnections.Thesetoolscanalsoenableyourbusinesstoanalyzevastamountsofcustomerdata,

increaseproductivity,andunderstandindividualcustomerneeds,drivingstrategicdecisionsandimprovedservicedelivery.

However,technologyonitsowncannotguaranteecustomerloyalty.

Financialservicesprovidersneedtoprioritizecontinuousskills

developmenttoempowertheiremployeestomakethebestuseof

thesetechnologiesandthedatatheyprovide.Blendingemergingtechwithtimelyandrelevantlearningprogramscangiveyouremployees

thetoolsandknow-howtheyneedtodeliveraconsistentlyinnovativeandpersonalizedexperiencethatmeetsexpectationsandearnsyourcustomers’trust.

TheTrustEquation:BuildingSkillstoStrengthenClientRelationshipsinFinancialServices2

Executivesummary

Today’scustomersdesiretheconvenienceofseamlessdigital

interactions.However,tobuildtrust—whichisthefoundationofloyalty—theyalsowantskilledemployeestomakethemfeelrecognizedandunderstoodatev