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Strategy & PositioningHow do customer expectations differ across the four sectors?
Banking customers expect speed and convenience; insurance customers expect clarity and fairness in claims; wealth customers expect transparency and…
Banking customers expect speed and convenience; insurance customers expect clarity and fairness in claims; wealth customers expect transparency and advice; fintech customers expect simplicity and frictionless onboarding.
Experience drivers:
Functional: speed, accuracy, usability
Emotional: trust, safety, competence
Regulatory: transparency, suitability, disclosure
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