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

12/09/20 • 57 min

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:

Adopt the Experience mindset;
Use empathy to explore the Customer context;
Embrace a Disruptive culture;
Ensure a rapid digitalization with the Financial UX formula;
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.

Adopt the Experience mindset;
Use empathy to explore the Customer context;
Embrace a Disruptive culture;
Ensure a rapid digitalization with the Financial UX formula;
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.

Previous Episode

#15 Financial UX Process: Transforming Digital Banking 100% Remotely

The COVID-19 crisis fast-forwarded the finance industry several years ahead. In just a few days, a great digital customer experience became the main differentiator between demanded financial products and failures.
Companies that overcame the crisis successfully were the ones that digitalized quickly and focused all their efforts on creating a user experience that would serve their customers in these harsh times. All of this was accomplished remotely for the most part, due to the strict gathering restrictions.
Read the full article on UXDA's blog.

Next Episode

#17 Banking Customer Experience Trends that Will Define the Post-Covid Digital Strategy

The pandemic created a monumental shift from physical to digital by accelerating the natural progress many times over. People have adopted new behaviors that will become habit-forming. Just being digitally developed is not enough to ensure the existence of any financial company.
Extreme customer-centricity is becoming a MUST to adapt to the post-pandemic world. 10 digital banking customer experience trends will help you to define the right strategy for the post-pandemic 2021 and beyond.
Read the full article at UXDA's blog.