The financial services industry is facing a crisis in trust. Amidst public outcry over data breaches and conflicts of interest, firms are looking for ways to systematically rebuild relationships with their customers. One approach is our trust-building framework that utilizes frog’s human-centered design thinking.
This approach relies on a deep understanding of the four pillars of trust: competency, reliability, empathy and customer orientation. When employed thoughtfully and pragmatically, these tenants can drastically improve customer relationships, which is particularly important for the growing trend toward digital and mobile-first customer engagement models.
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