For banks, credit unions, and other financial services organizations delivering exceptional customer experience has always been an essential part of business success. Where tellers and managers could once foster customer relationships and drive that success in the branch, the trend toward online and mobile banking has changed the equation.
With the online and mobile banking sector growing at, roughly, 22 percent per annum, financial services organizations will need to focus on delivering an exceptional customer experience through their online presence. To achieve this financial services organizations will need to be nimble, scalable, and above all be able to connect to the ever-changing needs of their customers.
For many mid-market banks and credit unions this type of scalability and speed-to-market has typically been out of reach. The dual challenges of needing to outsource web development and budget constraints often limit the opportunity to change or update their online presence and be responsive to customers. In other words, their key platform in building exceptional customer experience is a pain point rather than asset.
But while this is a common experience in an era of software-as-a-service (SaaS) it doesn’t need to be the case. Lower to mid-market organizations can excel at web content management by using SaaS technologies to deliver that success. In a recent infocast on our sister site, Modern Marketing Today, industry experts from Sitecore, XCentium, and Nexford University joined forces to discuss how an effective web content management solution can be a game changer for mid-market organizations, giving them access to powerful tools that deliver a secure and responsive web environment that’s ready for the marketing team to create an exceptional customer experience in under two months.
“Because it’s a SaaS platform, it alleviates all the headaches of an enterprise solution. It takes care of the up-time, the security, the software patching, and running the infrastructure,” shared Paul Coleman, Chief Technology Officer at Nexford University. “While we’ve deployed it in an educational environment, our experience in creating a web environment that the marketing team can interact with easily and deliver the type of personalization that drives exceptional customer experience is applicable to all mid-market organizations regardless of industry.”
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