Customer Experience: The New Banking Imperative

What to expect

How Personalized Customer Experience In Banking Can Build Customer Lifetime Value 

In the last few years, new digital technologies have been revolutionizing the finance sector, allowing businesses to zero in on potential new revenue sources. As a result, innovative fintech trends are accelerating digital innovation in banking while challenging traditional banks to remain competitive at the same time. With the war in Ukraine and the possibility of global recession, the future of banking depends on finding a way to adapt to the new normal.  

When National Bank of Canada faced these changes a few years ago, they quickly realized that focusing on customer experience was vital. They offered solutions specifically tailored to their users’ needs and expectations, thus innovating their banking customer experience. The result? High satisfaction and engagement rates, higher customer loyalty, and lifetime customer value. 

In today’s podcast hosted by Julien Traversini, we welcome Bertrand Marsault, Head of Client Strategy and Customer Experience at National Bank of Canada, and Catherine Gauthier, Lead Customer Experience at Valtech, to discuss why delivering enhanced customer experience in banking will help enterprises stay ahead of the digital curve as the industry moves forward. From using agile methodologies, like design thinking, to co-create the customer experience of tomorrow to utilizing first-party data to create personalized solutions for the CX banking end-to-end journey, we cover that and much more.