Part 4/10:
As consumers became increasingly accustomed to seamless digital experiences in other sectors, such as entertainment and e-commerce, they now expect the same from financial services. The podcast underscored the importance of shifting focus from basic transactions to creating engaging and meaningful customer experiences.
Walsh pointed out that true engagement occurs when customers don’t need to consciously interact with the technology. Companies like Uber, Spotify, and Netflix have mastered this art, moving consumer focus beyond transactions to the core experience itself. This evolution of expectation underscores the necessity for financial institutions to innovate not just for efficiency but to foster human connections and true satisfaction.