The business landscape and how companies interact with their clients is in a constant state of change. Over the last two decades, changes in technology have allowed companies across all industries to become more efficient and effective in how they interact with their clients -- the banking industry is no different. Smartphones and other mobile technology have helped lenders become more connected than ever with their customers.
As this shift has happened, how lending institutions think about their customer relationships has, should, and will continue to evolve as well. The days of relying solely on customer service are behind us, and the era of focusing and investing on the client experience is here. But what’s the difference?