What is Banking CX?

Banking CX, or "banking customer experience," refers to the overall experience that a customer has when interacting with a bank or financial institution. This can encompass a wide range of touchpoints, from visiting a physical branch, to using an ATM, to engaging with online and mobile banking services. The goal of improving banking CX is to create a seamless, convenient, and enjoyable experience for customers, which can help build trust, loyalty, and increase the likelihood of repeat business.

Banking CX has become increasingly important in recent years as customers demand more personalized, efficient, and secure banking services. More and more financial institutions are investing in digital technologies and customer-centric approaches to enhance the customer experience. This can involve offering personalized recommendations, providing real-time updates, and implementing a smooth and easy-to-use digital platform for transactions.

Measuring and improving banking CX is critical for financial institutions to remain competitive and meet customer expectations. This can be done through customer feedback, satisfaction surveys, and NPS (Net Promoter Score) metrics. By gathering and analyzing this data, financial institutions can gain insights into their customers' pain points, preferences, and areas for improvement. A focus on banking CX can lead to increased customer satisfaction and loyalty, as well as higher rates of customer retention and acquisition.

NICE helps the financial services industry deliver on higher customer expectations across every channel, site, and branch. Renowned financial institutions including US Bank and TD Bank , as well as credit unions PSCU  and Coast Capital have seen remarkable results from switching to NICE CXone. These extraordinary productivity gains were seen in as few as 90 days.