{"id":482074,"date":"2023-06-28T05:26:58","date_gmt":"2023-06-28T12:26:58","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=482074"},"modified":"2023-06-28T05:28:53","modified_gmt":"2023-06-28T12:28:53","slug":"future-proofing-cx-in-finance-trends-technologies-and-strategies","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/future-proofing-cx-in-finance-trends-technologies-and-strategies","title":{"rendered":"Future-proofing CX in Finance: Trends, Technologies, and Strategies"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">FStech Podcast<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Future-proofing CX in Finance: Trends, Technologies, and Strategies<\/h1>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]The role of a financial institution\u2019s approach to customer experience (CX) is something which should never be underestimated. With the wealth of options available to customers in 2023 \u2013 whether they are consumers or enterprise \u2013 banks, insurers and other financial institutions need to look for ways that they can stand out from the crowd.<\/p>\n<p>The latest State of Customer Experience Europe report from Genesys presents a fascinating and illuminating insight into this area and \u201cuncovers how rapidly shifting customer preferences and declining satisfaction with digital channels are creating mounting business risks for organisations worldwide.\u201d<\/p>\n<p>In this FStech podcast, David Porter, Industry Director of Global Financial Services at Genesys joins FStech Editor Jonathan Easton to discuss the report\u2019s findings, examine where banks are falling behind in CX and answer how they can set themselves apart by prioritising the wants and needs of their customers.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000002iXaZQAU\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074?thankyou=482074&page_type=webinars&page_attr=Interactive\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"482074\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Listen Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Listen Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;471311&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>David Porter<\/strong><br \/>\nIndustry Director of Global Financial Services<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;482099&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Jonathan Easton<\/strong><br \/>\nEditor<br \/>\nFStech<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] FStech Podcast [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]The role of a financial institution\u2019s approach to customer experience (CX) is something which should never be underestimated. With the wealth of options available to customers in 2023 \u2013 whether they are consumers or enterprise \u2013 banks, insurers and other financial institutions need to look for ways that they can [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[16937],"tax_segment":[],"class_list":["post-482074","webinars","type-webinars","status-publish","hentry","tax_sector-financial-en-gb","tax_content_type-interactive-en-gb"],"acf":{"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":false,"w_sdate":"06\/27\/2023 12:00 am","w_edate":"06\/27\/2023 12:00 am","w_scope":"single","w_single_timezone":"","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":340281,"post_author":"49","post_date":"2024-04-17 08:05:12","post_date_gmt":"2024-04-17 15:05:12","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]CONTACTBABEL RESEARCH REPORT[\/vc_column_text][vc_column_text]\r\n<h1>UK Contact Centre Vertical Markets: Finance (2024)<\/h1>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner width=\"2\/3\"][vc_column_text]Generally, there are increasing levels of technological investment being seen in this sector, and while the complex nature of some of the work may be less suited to online self-service, with a large proportion of financial services customers wanting to speak with banks and insurers for reassurance and compliance, there is increasing customer familiarity with self-service and digital channels, with web chat now often being seen. The use of voice biometrics and other caller authentication solutions for customer identification and fraud reduction is also growing.\r\n\r\nThere is a need for personalised communication within this sector, which will often include crossselling and upselling on inbound services calls (which are witnessing longer call lengths as a result), with finance organisations seeing significant revenue accruing from this.\r\n\r\nThe UK Contact Centre Verticals: Financial Services report looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK financial services sector. Leveraging data from multiple large-scale surveys of hundreds of contact centres, this study gives an in-depth look into this vertical\u2019s contact centre trends and operations.\r\n\r\nDownload the ContactBabel research report and learn:\r\n<ul>\r\n \t<li>Trends in size, structure and growth of contact centres within this industry<\/li>\r\n \t<li>Financial service contact centre metrics benchmarked against the larger contact centre industry<\/li>\r\n \t<li>Technology adoption trends within call centres in the financial sector<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"341122\" img_size=\"full\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform cta_header=\"Download Now\" cta_button=\"Download Now\" form_p_target=\"custom\" form_type=\"hot\" ar_status=\"dynamic\" cid_id=\"7014X000003AdtEQAS\" url=\"https:\/\/www.genesys.com\/media\/UK-Verticals-Finance-2024-GENESYS.pdf\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"UK Contact Centre Vertical Markets: Finance (2024)","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"uk-contact-centre-vertical-markets-finance","to_ping":"","pinged":"","post_modified":"2024-04-17 03:46:08","post_modified_gmt":"2024-04-17 10:46:08","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=340281","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":482076,"post_author":"890","post_date":"2023-06-28 01:36:34","post_date_gmt":"2023-06-28 08:36:34","post_content":"","post_title":"Banking's Empathy Gap","post_excerpt":"","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"bankings-empathy-gap","to_ping":"","pinged":"","post_modified":"2025-12-16 13:21:22","post_modified_gmt":"2025-12-16 21:21:22","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/bankings-empathy-gap","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":473813,"post_author":"890","post_date":"2023-04-21 04:27:55","post_date_gmt":"2023-04-21 11:27:55","post_content":"[vc_section content_placement=\"middle\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\" content_placement=\"middle\"][vc_column width=\"1\/3\" offset=\"vc_hidden-sm vc_hidden-xs\"][\/vc_column][vc_column width=\"2\/3\" offset=\"vc_hidden-sm vc_hidden-xs\"][vc_column_text css=\".vc_custom_1680103184417{padding-bottom: 15px !important;}\"]\r\n<h5 class=\"pre_h1 text-blue\" style=\"text-align: left;\">Meet the speakers:<\/h5>\r\n[\/vc_column_text][\/vc_column][vc_column v_align=\"middle\" width=\"1\/3\"][vc_column_text]<strong class=\"text-orange\">Watch now<\/strong>\r\n\r\n<strong>On-Demand Webinar<\/strong>[\/vc_column_text][webinarschedulesingle message=\"\"][\/vc_column][vc_column width=\"1\/3\" elemental_order=\"order-5\" offset=\"vc_hidden-sm vc_hidden-xs\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"438083\" alignment=\"center\" img_size=\"full\" si_max_width=\"100px\"][\/vc_column_inner][vc_column_inner width=\"2\/3\"][vc_column_text]\r\n<p style=\"text-align: left;\"><b><span data-contrast=\"auto\">David Porter<\/span><\/b><span data-ccp-props=\"{&quot;335551550&quot;:2,&quot;335551620&quot;:2}\">\r\n<\/span>Industry Director\u202fof Global Financial Services, Genesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" elemental_order=\"order-6\" offset=\"vc_hidden-sm vc_hidden-xs\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"458414\" alignment=\"center\" img_size=\"full\" si_max_width=\"100px\"][\/vc_column_inner][vc_column_inner width=\"2\/3\"][vc_column_text]\r\n<p style=\"text-align: left;\"><strong>Claire Beatty\r\n<\/strong>Senior Director of Thought Leadership, Genesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-medgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1680053542300{background-color: #f3f3f3 !important;}\"][vc_row equal_height=\"yes\"][vc_column][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_column_text]\r\n<h1>Benchmarking the banking experience<\/h1>\r\n[\/vc_column_text][vc_column_text]<strong>Almost two-thirds of banking leaders say continuous innovation is raising customer expectations and almost half admit they struggle to keep up.<\/strong> And a new Genesys report into the consumer banking experience finds frustration at every stage; from opening accounts to self-serving for daily banking needs.\r\n\r\nJoin us as we explore the insights, opportunities and path forward for financial services providers wanting to empower consumers with seamless journeys.[\/vc_column_text][vc_column_text]\r\n\r\n<hr \/>\r\n\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/12\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][\/vc_column_inner][vc_column_inner inner_elemental_order=\"order-2\" width=\"1\/3\"][mktoform cta_header=\"Register\" cta_button=\"Watch now\" form_p_target=\"custom\" cids_overwrite=\"aod\" cms_hold=\"RG\" cid_id=\"7014X000002u95zQAA\" url=\"https:\/\/resources.genesys.com\/benchmarking-the-banking-experience\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\" content_placement=\"middle\"][vc_column offset=\"vc_hidden-sm vc_hidden-xs\"][vc_column_text]\r\n<h4 class=\"font-swb text-orange\">Did you know?<\/h4>\r\n[\/vc_column_text][vc_column_text]\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li><strong class=\"text-orange\">Only a quarter<\/strong> of consumers globally feel that their banking application process was clear and transparent<\/li>\r\n \t<li><strong class=\"text-orange\">Only 27%<\/strong> of account set-up processes are frictionless and intuitive<\/li>\r\n \t<li>And although <strong class=\"text-orange\">54% of banking leaders<\/strong> say they aim to provide a personalised experience, customers admit, \"it feels generic\"<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column v_align=\"middle\" width=\"1\/3\" offset=\"vc_hidden-lg vc_hidden-md\"][vc_column_text css=\".vc_custom_1680060002175{padding-bottom: 15px !important;}\"]\r\n<h5 class=\"pre_h1 text-blue\" style=\"text-align: center;\">Meet the speakers:<\/h5>\r\n[\/vc_column_text][vc_single_image image=\"438083\" alignment=\"center\" img_size=\"full\" si_max_width=\"100px\"][vc_column_text]\r\n<p style=\"text-align: center;\"><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><\/p>\r\n<p style=\"text-align: center;\"><b><span data-contrast=\"auto\">David Porter\r\n<\/span><\/b>Industry Director\u202fof Global Financial Services, Genesys<\/p>\r\n[\/vc_column_text][vc_column_text]\r\n\r\n<hr \/>\r\n\r\n[\/vc_column_text][vc_single_image image=\"458414\" alignment=\"center\" img_size=\"full\" si_max_width=\"100px\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>\u00a0<\/strong><\/p>\r\n<p style=\"text-align: center;\"><strong>Claire Beatty\r\n<\/strong>Senior Director of Thought Leadership, Genesys<\/p>\r\n[\/vc_column_text][vc_column_text]\r\n\r\n<hr \/>\r\n\r\n[\/vc_column_text][\/vc_column][vc_column offset=\"vc_hidden-lg vc_hidden-md\"][vc_column_text]\r\n<h4 class=\"font-swb text-orange\">Did you know?<\/h4>\r\n[\/vc_column_text][vc_column_text]\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li><strong class=\"text-orange\">Only a quarter<\/strong> of consumers globally feel that their banking application process was clear and transparent<\/li>\r\n \t<li><strong class=\"text-orange\">Only 27%<\/strong> of account set-up processes are frictionless and intuitive<\/li>\r\n \t<li>And although <strong class=\"text-orange\">54% of banking leaders<\/strong> say they aim to provide a personalized experience, customers admit, \"it feels generic\"<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Benchmarking the Banking Experience","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"benchmarking-the-banking-experience","to_ping":"","pinged":"","post_modified":"2023-04-21 06:24:02","post_modified_gmt":"2023-04-21 13:24:02","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/webinars\/benchmarking-the-banking-experience","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":411881,"post_author":"1","post_date":"2021-12-10 02:19:14","post_date_gmt":"2021-12-10 10:19:14","post_content":"","post_title":"The state of customer experience: Three CX insights for financial services","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-state-of-customer-experience-three-cx-insights-for-financial-services","to_ping":"","pinged":"","post_modified":"2021-12-10 04:59:25","post_modified_gmt":"2021-12-10 12:59:25","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/article\/the-state-of-customer-experience-three-cx-insights-for-financial-services","menu_order":0,"post_type":"article","post_mime_type":"","comment_count":"0","filter":"raw"}],"media_embed":"<iframe title=\"Future-proofing CX in finance: Trends, technologies, and strategies\" allowtransparency=\"true\" height=\"150\" width=\"100%\" style=\"border: none; min-width: min(100%, 430px);\" scrolling=\"no\" data-name=\"pb-iframe-player\" src=https:\/\/www.podbean.com\/player-v2\/?i=d3amn-1441107-pb&from=pb6admin&share=1&download=1&rtl=0&fonts=Arial&skin=1&font-color=auto&logo_link=episode_page&btn-skin=3267a3><\/iframe>"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074\/revisions"}],"predecessor-version":[{"id":482106,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/482074\/revisions\/482106"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=482074"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=482074"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=482074"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=482074"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=482074"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=482074"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=482074"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=482074"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=482074"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=482074"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=482074"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}