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USER EXPERIENCE TAKES CENTRE STRAGE FOR BANKS AS CUSTOMERS WEIGH UP THE OPTIONS

March 23, 2016

 

It’s conference season for banks and FinTechs hunting down smart ways to win customers’ trust and business.  Insights from BlackRock, Aviva and Lloyds in the past week show that customers know it’s easy to switch, and that User Experience (UX) is taking centre stage.

 

A poll for the Ignite Digital Business Reinvention event in London shows 63% of the C-level Execs and VPs put customer experience as the number one focus for growth in 2016.

 

BlackRock’s Michelle Le Goff set pulses racing at the Digital Finance Conference with some figures many digital marketers won’t want to hear.   40% of site visitors leave having spent less that 15 seconds on the page, 38% don’t get past the first sentence.

 

Banks are investing heavily on payment security and data encryption to satisfy regulators and build trust with their customers.   However, for a fraction of the cost, banks can expect a positive return on improving sub-standard website and app experiences.   Let’s look at two examples.

 

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