Synpulse, a leading consultancy for the financial services industry, publishes their first deep dive into the dynamic and ever-evolving landscape of client engagement and front office enablement. This report bridges the gap between digital engagement and empowered front-office advice, drawing on Synpulse's decades of industry experience. It equips banks with valuable insights and strategies to remain competitive in a rapidly evolving environment.
Today's demanding clients require personalised experiences. Synpulse emphasises the need for advanced marketing technologies (MarTech & CRM) to gain deeper client insights and personalise interactions effectively.
The report focuses on four crucial areas:
- MarTech & CRM: Elevate client experiences and loyalty:
Marketing technologies like CRM systems and AI tools hold immense potential for the financial sector, yet their impact often falls short. The market story explains how optimizing Customer Lifetime Value can maximise these tools, turning them into powerful drivers of growth. - The Future of HNWI Lending: Navigate changes with scalable lending platforms:
Digital lending is now essential, with clients expecting seamless online services. From automated credit processes to “Lending as a Service,” the market story outlines why digital lending is so important in a low-interest world and how banks can modernise, reduce risk, and improve efficiency. - Preparing your front-line for the future:
As AI, digital assets, and regulatory complexities reshape banking, traditional upskilling methods cannot cope quickly enough with rapid change. Specifically, front-line teams must adapt rapidly to stay relevant. This sphere highlights the integration of modern e-learning platforms with verified content and methods like gamification to ensure staff remain effective and can cope with rapid technological change. - Digital Engagement Banking: Redefining success by leveraging mobile apps, hyper-segmentation, and modern metrics:
Banking apps are now often the primary client touchpoint, yet their importance is often overlooked in performance metrics of bank’s Business and IT organisations. By adopting KPIs such as Digital NPS Scores and app engagement KPIs, banks can better meet client expectations while paying bonuses to their teams driving digital success.
What can banks do?
"This report is a crucial step for Synpulse," comments Philipp Mächler, partner and responsible for Client Engagement & Front Enablement at Synpulse globally. "We aim to set new benchmarks in the banking industry and pave the way for a more connected banking future."
The study was presented for the first time at a launch event in Zurich on 16. January, was discussed in the event’s panel by FinTech founders, ZKB, Google, Maerki Baumann and Synpulse and is now available for download.
About Synpulse
Synpulse is a global professional services company and a valued partner of leading players in the financial services and related industries. We optimise the proximity to our clients and deep domain expertise to create sustainable value using technology as a business driver. Leveraging our strong network of over 100 ecosystem partners, we accompany our clients throughout their transformation journey – from strategy and development to implementation and management. With our tech powerhouse, Synpulse8, we collaborate with our clients to co-create digital experiences with innovative technologies and proprietary methods. Synpulse is powered by the passion and commitment of its more than 1000 employees from 21 offices who come from over 30 countries.
Media Contact
Laura Schilliger, Communications Manager, EMEA / AMERICAS
laura.schilliger@synpulse.com
+41 44 802 20 00