Exclusive Video: Ayca Tunc, Genpact
In a stringent regulatory environment, with macroeconomic pressures currently high, finance services face higher barriers to achieving customer-centricity and loyalty as they manage an overhaul in legacy technologies.
So, how do financial services companies become customer-centric in today’s environment? At FinTech LIVE New York, we speak to Genpact’s VP & Head of Financial Services, DACH, Ayca Tunc, who details how financial services can become ‘hyper customer-centric’.
How to become hyper customer-centric in financial services
In her keynote speech, Tunc offers her take on how financial services can become hyper-customer-centric.
She says: “My strong belief is that customer-centricity is everything. With digital challengers – fintechs and neobanks constantly rewriting the digital engagement rule book – customers are demanding banking experiences that are easy, seamless and personalised.
“However, many banks continue to undervalue the importance of the customer experience. The result is annoyed customers, lost revenue and low conversion rates.”
So, how do financial service providers go about introducing customer-centricity as a core value?
To find out, you can watch the video above to get Tunc’s take.
