INFOGRAPHIC
Delivering excellence for vulnerable customers in banking and insurance
The needs of the vulnerable form an essential consideration in any CX strategy
The COVID-19 crisis and its economic and emotional consequences have propelled customer vulnerability up the agenda of financial services organisations worldwide.
We surveyed over 150 customer experience, technology, strategy, risk and compliance experts in financial institutions across the globe. Our findings point to a future in which artificial intelligence (AI) and other digital technologies will provide key supports both to firms in protecting the vulnerable and to the vulnerable themselves.
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In partnership with:
Sponsored by Smart Communications & Pegasystems
About Smart Communications
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.
To learn more, visit smartcommunications.com.
About Pegasystems
Pegasystems, the leader in software for customer engagement and operational excellence, develops strategic applications for the insurance industry, including customer service, marketing automation, distribution management, claims and underwriting, helping insurers to win more business, exceed client expectations and work smarter.
To learn more visit www.pega.com/insurance.
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