5 Ways FSI Organisations Can be More Customer-Centric

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From app-based challenger banks like Monzo to digital mortgage brokers like Habito, the financial services industry (FSI) has experienced a huge wave of innovation over the last few years. And these new platforms are completely reshaping the way finance companies and their customers interact.

2 September 2021

One of the biggest changes to come from all of this innovation is a new customer-centric approach to running a business.

And it’s easy to see why.

In a climate of rising competition, especially digital disrupters and increased customer demands, financial organisations need to go above and beyond to not just secure new customers but to earn their trust and loyalty.

Despite this, a recent study found that almost one in five consumers (18%) say they haven’t had a good experience with a financial institution recently, and worse still, only 13% of respondents felt their financial providers deliver good customer service.

It’s clear there’s a lot of room for improvement, so this article looks at five ways FSI organisations can be more customer-centric.