Customer Experience in Financial Services

marketforce mobilising knowledge in business Customer Experience in Financial Services infographic Personal finance trends Between 1997 and 2011 there was a 20% increase in 20-34 year- olds living with parents... Зт 2.5m 2m a jump of almost half a million 1.5m 1m of the world's 51% population = 'millennial generation' 82%. of people in the UK think the country is financially doing poorly or very poorly and... 77% think their personal finances will stay the same or worsen in the next year Proportion of customers who only buy promotional items: 47% BANK of people in UK think if the opportunity arises, most businesses will take 81% advantage of the public if they are not likely to be found out When asked if they would invest a lump sum of £10,000 for the future... 56% of 16-24 year olds said Compared to 38% of 35-44 yes year olds Consumer behaviour on digital channels 40% of under 35s who switch banks will talk about it online 71% of 16-34 vear-olds use the internet 68% of 35-49 year-olds 60% of 50+ year-olds, to research, plan and organise their finances 1 in 7 searches are done on mobile Between 10 and 11pm::: Peak tablet usage Growth of data & digital channels 5 exabytes of data was created by the entire world between... The dawn of civilisation and 2003 The same amount is now created every 2 days 1 billion, or 1 in every 7 people, (III1) are on Facebook and Twitter The reaction in financial services 91% of insurers believe future growth depends on providing a special customer experience 60% believe digital will be more important than face to face 98% believe transformation of channels, processes and data is now essential 68% believe compliance is diverting resources from customer experience ...while 95% expect the costs of compliance to increase [email protected] marketforce marketforce.eu.com mobilising knowiedge in business Data based on presentations and feedback from Marketforce's Social Media in Financial Services and Customer Experience in Financial Services