MSB Consultancy
  • Home
  • Executive Coaching
  • What We Do
    • Training & Development >
      • Customer Service Training
    • Insight & Consultancy >
      • Customer Experience
      • Leadership Development
      • Patient Experience
      • Sales Training
      • Employee Engagement
  • Who We Are
    • About Us
    • Meet the Team
    • Partnerships
    • Careers
  • Our Expertise
    • Testimonials
    • Clients >
      • Financial Services
      • Contact
      • Healthcare
      • Leisure and Hospitality
      • Transport and Telecoms
      • Gulf
  • News
  • Blog

Financial Services in a Millennial World: Personalisation vs Automation

21/7/2016

 
Picture
​The Customer Experience Exchange for Financial Services US has released a new report, Personalization vs Automation, which offers insight into the ongoing debate within the financial services industry on how to approach customer experience in the 21st century.
Some say the industry faces a choice – either place greater importance on adopting a personal approach to their customers, or drive efficiencies through automation.

The research, which included interviews with ING Bank, Metro Bank and Atom Bank, revealed how these very different financial services providers are seeking to adapt to a world in which banking is increasingly done by smartphone rather than in branch.

ING, often viewed as a traditional provider of financial services, says they are developing their analytical skills to understand their customers better and provide the services they want.

Metro Bank, a challenger bank known for its rapid recent growth, is prioritising the recruitment of the best talent and equipping them with the skills to provide a level of customer service which will distinguish Metro Bank from its rivals.

Atom Bank offers only online banking, and seeks to empower customers by giving them greater control of their account without the need to contact a call centre or use a branch.

One thing is certain: there isn’t a ‘one size fits all’ solution for financial services organisations looking to provide a first class customer experience.

​At MSB we pride ourselves on delivering bespoke research, training and consulting to our clients. We have a long and distinguished history of delivering client research and customer experience training for multinational banks.

Comments are closed.

    MSB Insights

    News and insights from the MSB Consultancy team.

    Categories

    All
    Aviation
    Bahrain
    Culture Change
    Customer Service
    Employee Engagement
    Financial Services
    Healthcare
    Lancaster University
    Leadership Development
    MSB News
    Political Connections

Location

Contact Us

MSB Consultancy
Winslow House, Ashurst Park, Church Lane, Sunninghill, Ascot, Berkshire, SL5 7ED, United Kingdom

Key Links

  • Cookie Use
  • Privacy
  • ​Terms & Conditions
  • ​Sitemap
© MSB Consultancy. Website by Herringbone Marketing
  • Home
  • Executive Coaching
  • What We Do
    • Training & Development >
      • Customer Service Training
    • Insight & Consultancy >
      • Customer Experience
      • Leadership Development
      • Patient Experience
      • Sales Training
      • Employee Engagement
  • Who We Are
    • About Us
    • Meet the Team
    • Partnerships
    • Careers
  • Our Expertise
    • Testimonials
    • Clients >
      • Financial Services
      • Contact
      • Healthcare
      • Leisure and Hospitality
      • Transport and Telecoms
      • Gulf
  • News
  • Blog