Few industries are going through such significant and rapid transformation as financial services.

Amid the usual regulatory concerns of the industry, there’s the arrival of the FinTech upstarts, disintermediation, the Millennial mindset, the impact of blockchain, and mobile-first customers, all of which have captured the industry’s attention and fundamentally changed centuries-old business models. According to a 2017 PriceWaterhouseCooper study, a whopping 80 percent of financial organizations believe their business is at risk to innovators. But while everyone in the industry wants to lead the charge into the future, new digital tools still have to include the same security and privacy measures that have always been expected of the financial sector. And perhaps most importantly, digital customer experiences with financial services brands need to provide the same seamless, well-designed, pleasing experience customers expect from any brand they interact with, irrespective of industry.

Financial services industry executives now understand that they must differentiate their organizations via customer experience across physical and digital channels to improve customer retention and preserve market share before attempting to lead with digital as a strategic tool for growth.

Hero Digital’s team has consulted with banks, credit unions, insurance companies, investment management companies, and transaction processors around the world, helping them to better understand their customers, run integrated campaigns across all brand touchpoints, and implement effective multi-channel digital strategies.

KPIs

  • Customer Life Value
  • Customer Churn
  • Customer Recency
  • Cost Per Customer Acquired
  • Average Assets Acquired
  • Number of Products Per Household
  • Online Banking / Financial Management App Engagement

Services

  • CX Strategy
  • Products + Experiences
  • Technology Platforms
  • Data + Insights
  • Digital Marketing