Moreover, this is in line with a certain trend that has been observed for some time

[nurmohammadkhan]

The first concerns time : when you have to build an effective customer experience of a good level, it is essential to guarantee perfect time management. This means that the customer, at no stage, must have the feeling of wasting time or spending time uselessly. In a certain sense, it is the same thing that happens on the Internet: if a page does not return an immediate response, the user quickly abandons it with a sense of annoyance; equally, if there is no immediate and effective response from customer service, the entire customer experience is definitively compromised.

The second consideration is that when we talk about customer experience, what japan whatsapp resource is also and above all relevant is the space where it takes place and, as can be easily understood from the data reported above, the place is necessarily the digital one. A customer experience in the banking sector is effective and truly relevant only if it develops in a digital context, in which a customer can carry out most of the actions directly with a mobile device.

namely the need for increasing autonomy on the part of all customers.

In fact, it is expected that in Italy alone there will be a seven percentage point increase in the number of so-called self-direct customers by 2022 , that is, those who search for and choose products and services completely independently (source: Deloitte).

The customer experience, therefore, must also be built taking this into account: immediate response from customer service is fine, but we also need to leave space for customers, indeed we need to build a space in which they are able to navigate to carry out the actions they want.