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With ever-shifting consumer behaviours and attitudes alongside the meteoric development of new technologies, it is no surprise that financial organisations in the asset and wealth sector face unprecedented change. Undoubtedly one of the most influential changes is with customer-brand loyalty. Instead of brands seeking loyalty from customers, the customer now expects loyalty from the brand. Here, Valentin Quisquater (picture), Portfolio Marketing Manager at Paragon Customer Communications Luxembourg S.A., explains how change is impacting Customer Experience (CX) strategies and why, going forward, customer communications will play a vital role in delivering enhanced CX.
The plethora of new technologies available today means it has never been easier to engage online:...
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