The Top Three Banking Customer Communication Trends to Watch 

by | Jan 15, 2024

Navigating the Landscape of Banking Customer Communications Through Digital Transformation 

2024 Financial Customer Communications Trends

With the new year underway, let’s examine what’s coming in the months ahead. If you’re curious about the future of your customer communications platform or looking to understand new customer experience management practices, you’ve come to the right place.  

1. Continued Digital Transformation

Many banks have been focused on digital transformation for some time and this will continue in the foreseeable future. That’s because the business landscape continues to develop and change due to constantly evolving customer expectations, technologies, and market dynamics.  

Digital transformation isn’t just about adopting a few strategies to compete in today’s market. To retain and grow a loyal customer base, banks need to focus on embracing digital channels, improving the overall customer experience, and adopting strategies for innovative technologies.  

Whether you’re thinking about starting or are currently wrapping up a digital transformation project, without a doubt, the drive toward further digitization will continue in 2024. 

2. True Omnichannel Communication

One area of continued digital transformation this year involves omnichannel communications and the addition of new digital channels. With the rise of mobile phones, tablets, and other devices, banks will see a continued shift in customer expectations for a seamless digital, mobile experience, with the ability to continue engagement through a traditional print communication experience 

By providing the right information, at the right time, in the right channel, banks can maximize customer engagement while lowering their costs.  

3. Increased Personalization  

The importance of increased personalization has never been greater. Customers expect their communications to speak directly to them and to present timely and relevant information about their transactions and account status. Sending digital notifications and reminders in the customers preferred channel provides timely information they value and can respond to. In addition, banks can turn to advanced technologies that leverage their customers’ data to further personalize communications with targeted and relevant account messaging. 

Ready, Set, Go  

It’s anticipated that financial institutions will continue to embrace digital transformation and implement AI-powered and data-driven solutions for a true omnichannel experience that delivers greater personalization than ever before.  

By incorporating these trends into their customer communications strategy and plans, banks can boost customer loyalty and trust, and generate positive customer experiences for years to come.  

Want more details on upcoming customer communications technology and trends? Reach out and book a consultation with one of our industry-leading experts!  

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Scott Biel
Chief Revenue Officer
Scott has 25 years of experience in Customer Communications Management (CCM), with a primary focus on delivering exceptional results for the financial services industry. In his current position as CRO, Scott oversees all revenue-generating activities and works closely with executive leadership, sales, solutions and partners, to develop and execute a revenue strategy that further positions customers and the business for maximum shared success. He leverages his extensive knowledge of CCM, regulated and financial services to improve customer experience, drive operational effectiveness and achieve cost optimization through digital technologies.

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