Banking & Financial Services

To meet the expectations of hyper-connected and well-informed customers, banks and financial services companies are increasing their investment in digital capabilities. New customer service models are emerging based on building more interactive, immediate and personalized relationships with customers.

This customer-centric approach is essential to succeed in a market dominated by ongoing cost pressures, stringent regulatory requirements, and increasing competition between ‘new born digital’ entrants, like fintechs and digital banks, and established market leaders. At the same time, new market participants also need a partner with industry expertise to support them with the best customer service.

Changing customer expectations – digitization with a human touch

Customer expectations have changed: they handle their service requests mainly online and expect to be able to contact their bank through a broad range of different contact channels to suit them, at any time – as well as to receive individual offers, tailored to their specific needs. That’s why it’s essential to integrate all contact channels with each other. Every single touchpoint should be maximized to inspire your customers and to strengthen their loyalty by providing them with individual offers.

But it’s not just about the rush to digital channels and platforms. It’s also crucial to maximize the personal touch – after all, customer service is a human thing. We believe that real people will always be at the center of developing valuable relationships with customers – complemented by technology whenever it improves the service experience for the customer. This is particularly true for the banking and financial services industry, where amazing customer experiences can be a key differentiator.

How we can support you

As a trusted partner with many years of industry know-how, we’re here to support you in mastering today’s and tomorrow’s challenges. We can look back on more than 20 years’ of experience in working with banks and financial institutions. Our 40+ clients in the sector include traditional banks, leading direct banks, B2B banks, credit card issuers as well as fintechs and digital banks.

We are not only experts in traditional customer service in front and back office, but also your partner for digital transformation. Together with our CX consultants we support you in transforming your customer service: from optimizing your customer journey and the analysis of automation potential, to the implementation of the right technologies.

With a global presence at more than 100 locations in 28 countries, we can help you to scale customer service across Europe and around the world. We combine the best of people and technology to deliver real impact for our partners by driving your digital transformation, customer satisfaction and the efficiency of your service organization – so you can focus on your core business.