#16 Creating an Emotional Connection Between FIs and Digital Banking Customers Through UX

In times of global uncertainty, the key factor for choosing one brand over another is whether it cares about its customers. Emotional connection is what differentiates successful and loved financial brands from average companies. This connection is created by integrating UX, empathy and the Experience mindset into the DNA of the financial business. It consists of 5 actionable insights you can incorporate right away, 100% remotely, and without huge resources to become a loved brand:

1. Adopt the Experience mindset;
2. Use empathy to explore the Customer context;
3. Embrace a Disruptive culture;
4. Ensure a rapid digitalization with the Financial UX formula;
5. Establish an emotional connection with the customers.

This is the audio recording of UXDA's keynote at the New England Financial Marketing Association fall conference.