Customer experience gaining importance as a success factor
An increasing number of players are competing for customers’ attention. "The customer experience is therefore becoming a key factor to success in the financial sector." This is the message from Handelsbanken’s digitalisation expert, Malin Lignell, in the Journal of Digital Banking.Competition for people’s attention is not only about being able to offer the best experience among competitors within the same sector, but also between different industries. People are more likely to prioritise their time with the player that can provide the best customer experience and offering. In this in-