The financial press and national media are fond of talking about the differences between up-and-coming generations versus those close to retirement. Thousands of column inches each week are given over to millennials’ challenge stepping onto the property ladder, or generation X-ers starting to think towards a retirement that might never happen.
What is clear is that financial services organisations are faced with potential customers of different ages. They need to hold on to their existing customers, and attract younger ones.
To do this, financial services organisations today need to deliver customer experience in two ways. “Fast“, where they respond rapidly to customer needs, and “Slow” , where they’re proactive to customer needs over the long term.
Read more about how financial services organisation need to build customer experience fast, and slow…