Home > blog > Banking CX in Focus: Why Customer Experience Is More Crucial Than Ever?

Today, banking isn’t just about financial transactions; it’s about building lasting relationships. In this digital era, where choices are abundant and switching costs are low, customer experience (CX) has emerged as a vital differentiator for banks in the Retail, Corporate, and Wealth Management sectors. This blog explores why CX is more relevant than ever in banking and highlights key trends that make Maveric’s Banking EDGE CX Report is a must-read for industry leaders.

CX: The Heart of Modern Banking

  • Evolving Customer Expectations: Digital transformation has raised the bar for customer expectations. Customers now seek seamless, personalized experiences, similar to what they receive from tech giants.
  • Digital Natives and the Banking Sector: With an increasing number of GenZ & Millennials in the persona-mix, and an increasing number of digital natives as customers, banks face the challenge of meeting the tech-savvy demands of this demographic.
  • Trust and Loyalty: In a competitive landscape, fostering trust and loyalty through exceptional CX is pivotal. It’s no longer just about the best offering but about who offers the most satisfying banking journey.

Key CX Trends in Banking

Maveric’s 2023 CX Report identifies several trends shaping the future of banking CX:

  • Personalization at Scale: Using data analytics and AI, banks are now personalizing services at an unprecedented scale, understanding customer needs even before they themselves do.
  • Omnichannel Experiences: The report discusses how banks are integrating their services across digital and physical channels, offering a cohesive experience to customers.
  • AI and Machine Learning: These technologies are not just back-end tools but are front and center in enhancing customer interactions, from chatbots to personalized investment advice.

Why Maveric’s Banking EDGE CX Report Is Essential

The report goes beyond mere trend analysis:

  • In-Depth Analysis: It provides a deep dive into how these trends are being implemented in different banking sectors and regions.
  • Practical Insights and Strategies: The report offers real-world examples and case studies, showing how leading banks are successfully navigating the CX landscape.
  • Future-Ready Recommendations: For banking executives looking to overhaul or refine their CX strategies, the report serves as a guide to what works and what’s next in the world of banking CX.

Understanding and adapting to these CX trends is not just beneficial but essential for any banking institution aiming to stay relevant and competitive. Maveric’s Banking EDGE CX Report offers the insights and tools necessary to transform challenges into opportunities, making it an invaluable resource for anyone at the helm of banking strategy.

Co-authored by Ashutosh Karandikar, and Venkatesh Padmanabhachari

Maveric’s thought leadership series – E.D.G.E (Experiences Delivered by Global Experts) – handpicks the game-changing technology ideas and pressing functional questions Banks and financial institutions must solve today.

These features – reports, whitepapers, podcasts, flyers, blogs, and infographics – are for Banking leaders and Technology evangelists to apply profound trends, the latest opinions, and transformational analyses to boost the performance of their organizations.

About Maveric Systems

Established in 2000, Maveric Systems is a niche, domain-led, BankTech specialist, transforming retail, corporate, and wealth management digital ecosystems. Our 2600+ specialists use proven solutions and frameworks to address formidable CXO challenges across regulatory compliance, customer experience, wealth management and CloudDevSecOps.

Our services and competencies across data, digital, core banking and quality engineering helps global and regional banking leaders as well as Fintechs solve next-gen business challenges through emerging technology. Our global presence spans across 3 continents with regional delivery capabilities in Amsterdam, Bengaluru, Chennai, Dallas, Dubai, London, New Jersey, Pune, Riyadh, Singapore and Warsaw. Our inherent banking domain expertise, a customer-intimacy-led delivery model, and differentiated talent with layered competency – deep domain and tech leadership, supported by a culture of ownership, energy, and commitment to customer success, make us the technology partner of choice for our customers


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