Finance Monthly March 2020 Edition

BANKING & FINANCIAL SERVICES - CUSTOMER COMMUNICATIONS 22 www.finance-monthly.com n an increasingly diverse and competitive marketplace, customer experience is the new battleground for improving market share, especially in the modern digital age. In fact, 79% of banking, insurance, and FinTech CEOs believe customer expectations are shaped by hyper-relevant, real-time and dynamic experience encountered across the industry. The path by which customers choose to engage with financial organisations is complex. Customers want to interact on their terms, at times and channels at their convenience, all of which can change on a daily basis for a given type of interaction. Such a lack of a linear path of communications is driving organisations to rethink how they manage customer communications across the touchpoints and consistency is key. The complexities of tackling these challenges, together with meeting the expectations of often varied target As financial institutions are being driven forward through digital transformation and ever-evolving customer expectations, they must be careful to not lose sight of the fundamental value and critical need for timely and meaningful communications with customers. Dimitrios Kyprianou explores how modern customer communications management (CCM) systems can enable regulated businesses to keep pace with those demands. SHAPING THE FUTURE OF CUSTOMER COMMUNICATIONS IN THE FINANCIAL SECTOR Dimitrios Kyprianou Business Development and Transformation Director at Paragon Customer Communications