Exploring the Changing Landscape of Customer Experience in Financial Services with Wasim Mushtaq

CX Diaries - with Keith Gait

Welcome to the latest episode of CX Diaries, where we delve into the intriguing world of customer experience (CX) in financial services. Our guest today is Wasim Mushtaq, a seasoned CX professional in the banking sector who will enlighten us about the evolving landscape, unique challenges, and the need for transparency in this highly regulated industry. Interested in learning how to cater to different client segments and personas? Stick around for Wasim's insightful discussion on the importance of omnichannel and digital channels in enhancing customer experience.
We're diving deeper into the power of data analytics in improving customer experience in the financial services industry. Wasim will share his expert insights on how data can be proactively used for product development, regulatory compliance, and simplifying decision-making processes. Don’t miss out on how CX strategies can align with business objectives and the delicate balance between data-driven decision making and the human element in banking journeys.
As we peer into the future of customer service in banking and financial services, we grapple with the emergence of FinTechs, new banks, and the development of Gen AI. Wasim will guide us through the balance between automation and personalization, and the operational benefits of AI. We'll also discuss the shift towards banking becoming more like the hospitality industry, and the potential risks of losing necessary friction in customer journeys. Tune in for an enlightening conversation on the evolving landscape of banking, financial services, and the impact of Gen AI.

Chapter

1. Customer Experience in Financial Services (00:00:04)

2. Improve Customer Experience and Data Analytics (00:10:12)

3. Customer Service in Banking and Finance (00:19:52)

4. Customer Experience in Financial Services (00:26:38)

5. Customer-Facing Roles and Competitive Advantage (00:31:34)