Customer Experience in Financial Services: New Directives and New Technologies

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Customer Experience in Financial Services: New Directives and New Technologies

Article
Posted December 16, 2019 in Business Technology & Digital Transformation Strategies, Data Analytics & Digital Technologies Cutter Business Technology Journal


financialblockchain

This article focuses on how new regulations in the financial services industry and innovative technologies enhance customer experience (CX) by making services more efficient, faster, and less expensive. The authors describe new directives — such as the second Payment Services Directive (PSD2), applicable across the European Economic Area — that, together with new technologies such as blockchain, present a window of opportunity for financial services providers. The authors highlight how service providers, armed with information about target customers and with reduced risk of exposure to fraud, can better serve consumers. The authors also show how leveraging blockchain technology and the PSD2 directive can help deliver better CX and value proposition in the financial services industry.