You've seen the commercials for various insurance companies who tout their mobile capabilities: get insurance quotes, compare quotes, access Frequently Asked Questions, request roadside assistance, make an online payment, access a digital ID card, even contact your agent via email or voice. These are all common services provided by most enterprise insurance providers.
Which came first, the technology or customer expectations?
One might assume that as technology advances in customer experiences, the customer's expectations grow. Or is it the customer's growing demand for personalized, instant gratification that propels a brand forward in providing the latest in customer experience?
In an industry that survives on the inherent need for the consumer to manage their personal finances, financial services thrive and compete over customer experience. One of the primary customer experience strategies used among bank competitors is SMS messaging; the FiServ industry pioneered customer experience within the SMS venue...