In today’s rapidly evolving financial landscape, customer experience (CX) is no longer a differentiator—it’s a necessity. As digital challengers and fintech disruptors continually raise the bar, financial services organizations must deliver seamless, personalized, and consistent experiences across every touchpoint. At Publicis Sapient, we help banks, insurers, and wealth managers not just keep pace, but lead the way in customer experience transformation.
Financial services organizations face a distinct set of challenges:
Despite these hurdles, the opportunity is immense. Exceptional customer experiences drive loyalty, increase share of wallet, and unlock new revenue streams. Yet, many financial institutions still undervalue CX, resulting in lost customers and missed growth opportunities.
For over 30 years, Publicis Sapient has partnered with more than 100 financial services clients worldwide, helping them innovate and adapt at speed. Our approach is rooted in a customer-centric mindset, breaking down silos and connecting organizations with the right technology, partners, and processes to deliver experiences customers can’t live without.
To ensure that CX investments deliver measurable business value, Publicis Sapient leverages proprietary tools like the Customer Experience Growth Index (CXGX). This unique methodology identifies which CX initiatives are most likely to fuel business growth for banks and financial institutions. By focusing on the experiences that matter most to customers—and the bottom line—CXGX helps organizations stop wasting money on ineffective initiatives and prioritize those that drive real impact.
Personalization is at the heart of modern financial services CX. We help our clients harness data and AI to deliver tailored experiences that anticipate customer needs, foster trust, and deepen relationships. Whether it’s enabling 1:1 engagement at scale or creating frictionless digital onboarding, our solutions are designed to delight customers and drive loyalty.
Publicis Sapient’s expertise in customer experience transformation is consistently recognized by industry analysts and clients alike. We have been named a leader in multiple IDC MarketScape reports for experience design, build, and improvement services. Our clients commend us for our ability to combine creativity, design excellence, and deep technology capabilities to drive business and experience transformation.
Our work in financial services has helped clients:
The future of financial services belongs to those who put the customer at the center of everything they do. With Publicis Sapient as your partner, you can reimagine what’s possible—delivering experiences that not only meet but exceed expectations, driving growth and loyalty in a digital-first world.
Connect with our financial services experts to start your journey toward customer experience transformation.