Customer Experience in Financial Services: New Directives and New Technologies

摘要

New directives and technologies will undoubtedly enhance the customer experience by making services more efficient, faster, and less expensive. While they can cause considerable distress to service providers that are unwilling to change, these directives and technologies present a window of opportunity for providers that can adapt. Armed with better information about their target customers and with reduced risk of exposure to fraud, service providers can better serve their consumers. Although these directives and technologies are beneficial to both consumers and providers, it will take time to evaluate their actual ROI.