Customer experience is widely cited as the biggest driver for competitive advantage. It’s what digital disruptors like Monzo, Virgin Money and Atom have built and grown their businesses on.
These same companies have AI-driven customer experience thinking at their core.
31% of consumers would consider purchasing banking services from an online provider, such as Google or Amazon, this rises to 41 percent among Gen Z. With growing expectations for highly responsive and personalised services - as customers have become accustomed to on these platforms - can AI help the Financial Services sector keep pace?