{"id":38339,"date":"2021-10-16T18:58:00","date_gmt":"2021-10-16T16:58:00","guid":{"rendered":"https:\/\/neurofied.com\/?p=38339"},"modified":"2026-02-16T17:42:10","modified_gmt":"2026-02-16T15:42:10","slug":"customer-experience","status":"publish","type":"post","link":"https:\/\/neurofied.com\/nl\/customer-experience\/","title":{"rendered":"Customer Experience bij financi\u00eble instituten"},"content":{"rendered":"<figure class=\"wp-block-post-featured-image\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-scaled.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Customer Experience\" style=\"object-fit:cover;\" srcset=\"https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-scaled.jpg 2560w, https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-450x300.jpg 450w, https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-900x600.jpg 900w, https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-768x512.jpg 768w, https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-1536x1024.jpg 1536w, https:\/\/neurofied.com\/wp-content\/uploads\/2021\/10\/Customer-Experience-2048x1365.jpg 2048w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n<p class=\"wp-block-paragraph\">Faillissement komt op twee manieren, schreef Ernest Hemingway: &#8220;geleidelijk, dan plotseling&#8221;. Geconfronteerd met verdwijnen uit het straatbeeld en de opkomst van digitaal bankieren doen banken hun uiterste best om technische, inclusieve ecosystemen te cre\u00ebren waar klantervaring de koning is.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bankiers zijn van mening dat ze zich zullen moeten differenti\u00ebren op de klantervaring in plaats van op hun producten. Het beheersen van klantervaring, <em>customer journey <\/em>en digitale marketing worden de komende jaren gerangschikt als de belangrijkste strategische prioriteiten om hun bedrijven te laten evolueren naar naadloze ecosystemen. De pandemie heeft de banken tot versnelde actie aangezet en heeft geleid tot een cultuur van experimenten en samenwerking tussen voorheen zelfgenoegzame banken.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Maar naarmate technologie steeds belangrijker wordt voor concurrentie differentiatie, wordt de dreiging van concurrentie van grote tech- en e-commerce die het landschap verstoren existentieel. Nieuwe, wendbare concurrenten, zoals fintech-startups, betalingsplatforms, super-app-platforms en techreuzen, blijven marktaandeel winnen van traditionele banken, aangezien meer niet-traditionele spelers de mogelijkheid krijgen om meer traditionele bankdiensten aan te bieden. Maar de banken komen er vechtend uit.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Het struikelen van een aantal banken die de consumenten uitdagen in de loop van de pandemie \u2013 bedrijven zoals Monzo en Revolut hadden te kampen met scherpe dalingen in inkomsten en klachten van klanten over ontbrekende fondsen \u2013 heeft de smartphone met vriendelijke, gelikte interfaces in scherp contrast gebracht met de strenge betrouwbaarheid en het gevestigde merk erkenning van traditionele banken. De smartphone is nu zeer dure banking <em>real estate <\/em>geworden.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Klanten lijken terughoudend te blijven in het vertrouwen van <em>digital native challengers <\/em>met het toevertrouwen van hun inkomen. Veel gevestigde banken, aangespoord door snelle verandering bij consumenten hebben goede hoop dat ze door strategische partnerschappen en investeringen in technologie het beste van beide werelden te kunnen zijn voor consumenten: een vertrouwde bankpartner en leveranciers van razendsnelle, consumentvriendelijke ervaring met banken.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Klantervaring en digitale marketing zijn top prioriteiten voor leidinggevenden omdat ze ernaar streven te concurreren met de soepele <em>onboarding,<\/em> budgetplanning en extraatjes zoals gratis internationale betalingen van uitdagers. Dit dwingt oude en nieuwe banken om heel goed te kijken hoeveel ze weten over hun klanten en hun gedrag.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hopelijk was dit artikel waardevol om te lezen. Overweeg om het met een collega of op linkedin te delen. Wil je meer leren? Bekijk dan <a href=\"https:\/\/neurofied.com\/nl\/brein-en-gedrag-blog\/\">onze blog<\/a> of koop ons boek <em><a href=\"https:\/\/www.managementboek.nl\/boek\/9789493451148\/gedragsgericht-veranderen-philip-jordanov\" target=\"_blank\" rel=\"noreferrer noopener\">Gedragsgericht Veranderen<\/a><\/em> met 18 interventies die leiders, HR-professionals en veranderkundigen helpen met mensgerichte organisatieverandering.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-over-neurofied\">Over Neurofied<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Neurofied is een gedragswetenschappelijk bureau dat organisaties helpt veranderen en professionals helpt ontwikkelen. We passen inzichten uit psychologie en neurowetenschap toe om <a href=\"https:\/\/neurofied.com\/nl\/expertise-gebieden\/\">expertisegebieden<\/a> zoals change management, leiderschapsontwikkeling en AI adoptie te verbeteren.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sinds 2018 hebben we 100+ teams en duizenden professionals bij organisaties zoals SEAT, Johnson &amp; Johnson, Deloitte, Novo Nordisk en de Nederlandse overheid geholpen om meetbare bedrijfsresultaten te realiseren met gedragswetenschap. <a href=\"https:\/\/neurofied.com\/nl\/klantverhalen\/\">Lees meer klantverhalen<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We verzorgen ook <a href=\"https:\/\/neurofied.com\/nl\/diensten\/training\/\">maatwerktrainingen<\/a> voor teams en spreken op universiteiten en conferenties.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Faillissement komt op twee manieren, schreef Ernest Hemingway: &#8220;geleidelijk, dan plotseling&#8221;. Geconfronteerd met verdwijnen uit het straatbeeld en de opkomst van digitaal bankieren doen banken hun uiterste best om technische, inclusieve ecosystemen te cre\u00ebren waar klantervaring de koning is.&nbsp; Bankiers zijn van mening dat ze zich zullen moeten differenti\u00ebren op de klantervaring in plaats van [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":38550,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":"","_ppma_block_editor_authors":""},"categories":[2704,2812,2810],"tags":[2819,2820,2797,2821,2816],"ppma_author":[3184],"class_list":["post-38339","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie","category-neurowetenschap","category-psychologie","tag-banken","tag-bankiers","tag-creatief","tag-klanten","tag-prefrontal-cortex","author-peter-van-gorsel"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.1 (Yoast SEO v28.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Experience bij financi\u00eble instituten &#8226; 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