The FinTech sector has grown tremendously over the past five years, and is also extremely fast moving with new themes emerging. With payments and neo banks now well established, the major themes in this year's program were health and wellbeing, RegTech, InsurTech, back office, claims and risk, data management and corporate social responsibility.
This change in consumer behaviour provides a new opportunity for many businesses to re-imagine the customer experience (CX). So, how can businesses better prepare for the post-COVID and modern-day customer? We spoke with DiUS experts—Kirsty Miller, Sadia Mir, Tom Wall and DiUS Director and Co-Founder, Joe Losinno—on the future of CX in 2020, and beyond.
The concept of customer experience is not new. However, we’ve seen a renewed focus with many businesses forced to change the way they deliver products/services and meet the expectations of their customers. Organisations who have spent time evolving their customer experience in the past have been able to adapt quicker than those who have relied on traditional delivery channels.
Sporting comebacks are often synonymous with overcoming the odds in the face of adversity. There are many great examples of this littered throughout history. Whilst there are memorable moments in the comeback itself, it’s in the journey that you’ll discover reasons for the destination.