Financial Services – Banks, Finance & Insurance
Trust, speed, and personalization are critical in the world of financial services. Whether you’re a traditional bank, a digital bank, a finance company, or an insurance provider — customers expect seamless, transparent, and responsive interactions. IBS helps financial organizations close experience gaps, strengthen relationships, and build long-term loyalty through smart, data-driven solutions.
Key Challenges in the Financial Services Sector:
- Fragmented experiences across digital, in-person, and support channels
- Difficulty capturing and acting on customer feedback
- Inconsistent service between branches, agents, and digital platforms
- Limited personalization in product offerings and communication
- High competition and customer churn
How IBS Supports Banks, Finance & Insurance Providers:
Market Research & Competitive Analysis
We provide customized research to understand customer needs, assess product performance, track competitors, and uncover service expectations – critical for strategic planning.
Voice of Customer (VoC) – Multichannel Feedback
Collect feedback from banking clients, loan customers, and insurance policyholders at critical moments like onboarding, claims, support, renewals, or loan repayment — and act on it in real time.
Journey Mapping Across Services
Map the customer journey across financial products (e.g., loans, savings, insurance policies), from first interaction to renewal or closure, to identify friction points and improve CX.
Mystery Shopping & Evaluations
Assess staff professionalism, compliance, upselling behavior, and customer communication across bank branches, contact centers, and insurance agents — both face-to-face and remotely.
Digital Experience Audits
Audit websites, mobile apps, loan application portals, and insurance claim systems to ensure they deliver fast, easy, and user-friendly experiences.
CX Strategy & Automation
Design and implement a CX roadmap tailored to financial services. Automate follow-ups, customer education, satisfaction tracking, and upselling campaigns.
Why IBS for Financial Services?
- Expertise across banks, digital banks, finance companies, and insurers
- Solutions tailored for both B2C and B2B financial journeys
- Deep understanding of Saudi regulations and customer behavior
- Seamless integration with CRMs, and digital platforms
- Proven impact on NPS, loyalty, and service efficiency