For Christ's sake! Haven't IT departments got enough work to do? 'This is a joke, boss. Those IT characters spend their lives sorting out the mess that idiots make of their computers.' I know, Voice. They're the unsung heroes of modern society. 'Yeah. Also, most of them are a bit funny in the head anyway. They don't have the skills to communicate with regular humans, customers.' I know, I know. They're just lovely freaks, man. Each to their own, like. / Okay, it's a PR email, dear reader(s). Yes, another one, because I'm a lazy bastard. 'Ha! Most journalists are, boss.' Yes, of course. Not that I'm a journalist. 'Ha, ha, ha!' Heaven forbid! Well ...
Financial services businesses struggling to differentiate on customer experience, 84 per cent of financial services organizations believing that the financial services IT department should be more focused on customer experience.
You see? Jesus H. - !!! Please, think of the poor customers! But easier said than done. And -
Whilst digital disruption and the accompanying surge of FinTech challengers have made customer experience a key battleground in the financial services industry, many financial services businesses are still struggling to differentiate based on customer experience. Despite IT's critical importance in delivering this, according to research commissioned by managed services provider Claranet the department is not successfully assuming a decisive role in customer experience.
That's because they don't like people! They like computers. I'm not excusing it. I'm just explaining it.
Surveying 138 IT and digital decision makers from financial services organizations across Europe, market research firm Vanson Bourne found that 84 per cent believe that the IT department should be more focused on customer experience. This is particularly concerning considering that 47 per cent of these respondents also said that they are stagnating as an organization because they are not keeping pace with competitors' digital solutions and/or offerings.
Well, the problem with a lot of employers these days is that they want their employees to be able to do absolutely EVERYTHING. Isn't it enough that these IT nutters are able to sort the computer shit out? I mean, I'm no lover of the computer and technology crowd, but if my laptop screen was frozen or something and some IT loon fixed it for me I would probably give him (or her, sometimes) a Jammie Dodger. That's how grateful I would be. / But let's see what our Jason says -
Jason Zimmer, a FinTech specialist at Claranet, expanded on the research: "Digital disruption has provided an opening for nimble FinTechs and other start-up challengers to outmanoeuvre incumbents. One area in which they’re often able to take advantage of digital technology is in customer experience, where many financial services businesses are not meeting the modern consumer's digital-savviness and intolerance of inconvenience. Taking on the challenge of a more competitive marketplace by aligning with these needs requires financial services businesses to leverage their technological skills and resources. Despite this, our research indicates that a large majority of IT and digital decision makers in this sector feel that their department lacks the requisite focus on customer experience. In this context, it is hardly surprising that research shows that almost half of financial services organizations are languishing due to not keeping up with competitors' digital initiatives. It's hard for an organization to execute effectively initiatives that provide for the modern customer's digital needs when the technological infrastructure is not in place."
Okay, okay. We get the picture, Jason. But nothing will change, son, believe me.
...
Anything else? Brexit? I don't discuss Brexit, reader(s), but I'll just say that it's got worse since yesterday. Yes, you heard/read me. A mere twenty-four hours. Immigrants will not be welcome at all now. Soon, we'll have midnight rallies with torches. 'How soon, boss?' Ha! Well, next week? It's the way things are going.
Financial services businesses struggling to differentiate on customer experience, 84 per cent of financial services organizations believing that the financial services IT department should be more focused on customer experience.
You see? Jesus H. - !!! Please, think of the poor customers! But easier said than done. And -
Whilst digital disruption and the accompanying surge of FinTech challengers have made customer experience a key battleground in the financial services industry, many financial services businesses are still struggling to differentiate based on customer experience. Despite IT's critical importance in delivering this, according to research commissioned by managed services provider Claranet the department is not successfully assuming a decisive role in customer experience.
That's because they don't like people! They like computers. I'm not excusing it. I'm just explaining it.
Surveying 138 IT and digital decision makers from financial services organizations across Europe, market research firm Vanson Bourne found that 84 per cent believe that the IT department should be more focused on customer experience. This is particularly concerning considering that 47 per cent of these respondents also said that they are stagnating as an organization because they are not keeping pace with competitors' digital solutions and/or offerings.
Well, the problem with a lot of employers these days is that they want their employees to be able to do absolutely EVERYTHING. Isn't it enough that these IT nutters are able to sort the computer shit out? I mean, I'm no lover of the computer and technology crowd, but if my laptop screen was frozen or something and some IT loon fixed it for me I would probably give him (or her, sometimes) a Jammie Dodger. That's how grateful I would be. / But let's see what our Jason says -
Jason Zimmer, a FinTech specialist at Claranet, expanded on the research: "Digital disruption has provided an opening for nimble FinTechs and other start-up challengers to outmanoeuvre incumbents. One area in which they’re often able to take advantage of digital technology is in customer experience, where many financial services businesses are not meeting the modern consumer's digital-savviness and intolerance of inconvenience. Taking on the challenge of a more competitive marketplace by aligning with these needs requires financial services businesses to leverage their technological skills and resources. Despite this, our research indicates that a large majority of IT and digital decision makers in this sector feel that their department lacks the requisite focus on customer experience. In this context, it is hardly surprising that research shows that almost half of financial services organizations are languishing due to not keeping up with competitors' digital initiatives. It's hard for an organization to execute effectively initiatives that provide for the modern customer's digital needs when the technological infrastructure is not in place."
Okay, okay. We get the picture, Jason. But nothing will change, son, believe me.
...
Anything else? Brexit? I don't discuss Brexit, reader(s), but I'll just say that it's got worse since yesterday. Yes, you heard/read me. A mere twenty-four hours. Immigrants will not be welcome at all now. Soon, we'll have midnight rallies with torches. 'How soon, boss?' Ha! Well, next week? It's the way things are going.
