Banks are working hard to deliver their customers a better experience, but the bar is rising and customers are becoming increasingly demanding. This is according to Capgemini’s annual World Banking Report 2015 which surveyed more than 16,000 respondents.

Financial Services Organisations have invested heavily in time and money to transform their front-end systems to meet customer demands. By investing in mobile and online banking, many have created a seamless multichannel experience. And for a while, these investments have been paying their dividends.

However, these investments will not be enough to keep customers happy and loyal in the long term. Companies in this sector cannot afford to rest on their laurels because customer demand is growing steeper and steeper. According to Jean Lassignardie, corporate vice-president, and chief sales and marketing officer at Capgemini Global Financial Services, the pace at which banks can deliver new, better, and transformative customer experiences is not keeping up with consumers’ desire for personalisation, engagement, and digital services.

The Customer Experience Index (CEI) – the measurement of the difference between what customers expect from their banks, and what they actually receive, has also been in a slight decline over the past few years. In 2013, the CEI came in at 73.5 and decreased to 72.9 in 2014 and to 72.7 in 2015. While that drop may seem insignificant, given that customers have such a wide choice in financial service providers, this could mean customers are more likely to leave their existing banks in search of a new one.

So, if you’re in this sector, you’re transforming your business with CX, and you’ve got the evidence to prove it, stand up and be rewarded for all your hard work!

Enter the brand new UK Financial Services Experience Awards, which support organisations and businesses wishing to promote an exceptional customer experience and resultant competitive advantage.

In addition to profile raising and PR opportunities, the Awards provide a vehicle for sharing best practice and for promoting continuous improvement, learning and personal development in the Financial Services sector.

The Awards take place on Wednesday 8th July and follow a unique format taking place during normal work day hours, with presentations from Finalists in the morning and announcement of Winners following a Gala Luncheon in the afternoon.

If you’d like to discuss the UK Financial Services Experience Awards 2015 further, please call the team on +44 (0) 207 193 0551+44 (0) 207 193 0551 or

S JenkinsonSarah Jenkinson
PR and Communication Manager
Customer Experience Magazine
Telephone: 020 7558 8241 020 7558 8241.

I am passionate about Customer Experience and love hearing about all the wonderful things companies are doing to put the customer at the heart of their business. In my role at Awards International I manage the blogs on our Awards websites, I write articles for Customer Experience Magazine and support our clients with all the PR opportunities that being involved in our Awards brings.

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Follow Sarah on Twitter @SarahJJenkinson

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