Regulation is No Excuse for Poor Customer Experience
This article by Adobe highlights the importance of delivering great customer experience regardless of regulatory and compliance burdens. “89% of businesses will be competing based on customer experience, despite burdensome security regulations” according to a recent Gartner study. The article also points out that in highly regulated industries (such as FS), the bar is currently low – because many providers have hid behind “compliance” as the reason why customer experience is compromised. These companies will be swimming upstream as more marketers figure out how to do both – meet regulatory hurdles while delivering great CX….and technology is a major part of the solution.