1、Direct Deposit complete!Check Balance2021171208040302ConclusionMethodologytrend three:Focus on the best interaction,not the productTrend two:Outdated tech hinders modern customer connectionTrend one:Gaps in customer insight impair personalizationCustomer engagement for financial servicesintroduction

2、:The double-edged sword for product-led organizationsAbout this reportTable of contents01about this reportWe surveyed financial services executives worldwide and uncovered illuminating insights,shared challenges,and key customer engagement trendsalong with practical,customer-focused solu to help add

3、ress those challenges effectively.02customer-focused solutionsThe double-edged swordfor product-led organizationsintroductionFinancial services leaders are committed to the bottom lineof the steady institutions they represent and of the customers entrusting them with their life savings and financial

4、 security.The stakes are very high.Yet,that well-intentioned commitment to both customers and the business can,surprisingly,be at odds.Compared to other surveyed industries,more financial services leaders named product adoption as a top measure of success for customer engagement,above even customer

5、lifetime value(LTV)or customer retention.Furthermore,more financial services respondents(28%)compared to other industries said a non-marketing team,such as IT or product,owned customer engagement at their company.This suggests a focus on the companys productschecking accounts,auto insurance,mutual f

6、unds,credit cards,and more.03What is customer engagement successfor financial services companies?introduction04Who owns customer engagement at financial services companies?28%of leaders said that IT or product own customer engagement,the highest of any surveyed industry.28%Cross-sells and upsells ar