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Customer Engagement in Financial Services in Europe and North America

The Current and Future Financial Services Vertical

  • Research Code : NE54-01-00-00-00
  • SKU : IT00741-NA-CR_02024
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  • Release Date : 04-Aug-2014
  • Region : North America
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The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in North America, while more interactions are taking place through chat in North America than in Europe. About 48% of customer interactions are fully automated, which is expected to grow to 60% by 2016. Overall, the use of multiple capabilities with social media customer contact strategies in the financial services vertical is expected to increase by 2016, with the largest percentage point increases expected for full integration with other contact channels and personalized marketing.

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