The financial services industry is unique. Unlike most other industries, customers often stay with same financial institution for life. Banks, however, cannot rest on their laurels. Fintechs, emerging technologies, changing demographics, and increasing customer expectations are driving a need for new value propositions and better customer service.
In a 2019 U.S. Retail Banking Satisfaction Study, JD Powers reported that the banking industry has improved convenience and efficiency at the expense of easy interactions, providing advice, and strengthening customer relationships. Growth in customer satisfaction (CSAT) has been hampered by deteriorating phone and online-assisted customer service. JD Powers also points out that, in the near future, personalization of important customer journeys – transactional, advisory, and solving problems – will emerge as ways of elevating customer trust.
Banks must now – more than ever – make a conscious effort to delight during each exchange and each phase of the customer journey.
In this eBook
- Learn how to use data to support the customer journey and a 360 degree view of the customer.
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Awards and recognitions
HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.
Our technology partners
HGS is helping its clients become more competitive every day.
HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.
In finding the perfect balance of people and technology, we build our clients’ businesses for the future.
About Hinduja Global Solutions (HGS)
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.
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