PUBLISHED DATE: 2025-08-25 01:52:38

SITECORE + Publicis Sapient

The Digital Race: Financial Services – From Standing Start to Pole Position in Digital CX

By 2024, the digital customer experience (CX) market is set to grow by 54%. An overwhelming 91% of financial services organizations say that improving customer experience is a top strategic priority.

"There is no silver bullet to deliver exceptional customer experience. It’s a journey, not a destination."

It’s time to transform your digital offering and lead the industry. Sitecore and Publicis Sapient guide you through the digital race in five consultative stages:

  1. Step 1: Do the Basics
    Address the current digital experience deficit by deploying digital CX foundations. Reach more customers and drive improved product access. 70% of financial services customers say a seamless digital experience is a key factor in choosing who to do business with.
  2. Step 2: Empower People to Explore and Buy
    Improve outcomes, retention, and brand trust by enabling customers to explore and purchase with ease.
    "The highly digitized world means that customers expect more. We need to be able to deliver personalized, relevant experiences at every touchpoint."
  3. Step 3: Automate, Personalize, and Optimize
    Create the processes, skills, and culture necessary to deliver the right customer experience, every time, at scale.
    "With the right systems in place, we can anticipate customer needs and deliver the right message, at the right time, on the right channel."
  4. Step 4: Integrate
    Eliminate digital silos, connect data, and create a single view of the customer to build a seamless, omnichannel experience. The global financial services sector stands to lose $3.6 trillion in opportunity if it fails to reach the projected $7.2 trillion by 2027.
  5. Step 5: Deploy
    Sustain and further develop ongoing digital transformation, making the most of the latest advances in CX technology. In 2023, businesses with mature digital transformation initiatives reduced time to market for new products and services by an average of 8 weeks.

Publicis Sapient enables financial services organizations to embrace digital and prepare for a digital-first future. Here’s how:

  1. Know your competitive landscape
  2. Transform both logistics and culture by investing in teams and skills
  3. Build a data-driven foundation and optimize operations
  4. Execute. Measure. Evolve.

Financial services organizations need a digital-first mindset to differentiate from industry disruptors and create memorable customer experiences. It’s time to get set for digital.

"Success can be the sum of the changes you make, not just the result of one big transformation. The digital race is ongoing – and the winners will be those who keep moving forward."

Why Sitecore?

Why Publicis Sapient?

Find out more: Download the "Chart a New Digital Course" eGuide

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