{"id":65248,"date":"2024-07-12T09:36:32","date_gmt":"2024-07-12T09:36:32","guid":{"rendered":"https:\/\/sinchbogdanimport.local\/resources\/customer-experience-annual-report-banking-finserv\/"},"modified":"2025-02-12T15:27:43","modified_gmt":"2025-02-12T15:27:43","slug":"customer-experience-annual-report-banking-finserv","status":"publish","type":"resources","link":"https:\/\/sinch.com\/pt\/resources\/customer-experience-annual-report-banking-finserv\/","title":{"rendered":"Banco do futuro: repensando a experi\u00eancia do cliente"},"content":{"rendered":"\r\n    <section data-content-type=\"component\" class=\"header-block section-py bg-sand\" data-theme=\"light\">\r\n        <div class=\"container header-block-container\">\r\n\r\n            \r\n            <div class=\"row align-items-center\">\r\n                <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                    <div class=\"d-flex flex-column gap-3 gap-md-4\">\r\n                        <div>\r\n                                                            <p class=\"text-uppercase section-caption text-body-color\">report<\/p>\r\n                            \r\n                            <h1 class=\"text-accent m-0 p-0 \">\r\n                                O banco do futuro                            <\/h1>\r\n                        <\/div>\r\n\r\n                                                    <div class=\"content-body mb-0 text-body-color\"><p>Repensando a experi\u00eancia do cliente para servi\u00e7os financeiros.<\/p><p>Quer saber o que os clientes de servi\u00e7os banc\u00e1rios e financeiros realmente querem?<\/p><p class=\"mb-0\">N\u00f3s fizemos essa pergunta a 3.000 consumidores em todo o mundo e trazemos a voc\u00ea as respostas.<\/p><\/div>\r\n                        \r\n                        <ul class=\"list-styled-check m-0 text-body-color\"><li><p class=\"mb-0\">O que os clientes mais querem de um banco?<\/p><\/li><li><p class=\"mb-0\">O que os clientes buscam em termos de seguran\u00e7a?<\/p><\/li><\/ul>\r\n                        \r\n                                                    <div class=\"btn-group g-3 mt-0 row\">\r\n                                \r\n        <div class=\"col-auto\">\r\n        <a href=\"#form\"  class=\"btn btn-secondary btn-lg btn-animated scrollme\" >Baixe o relat\u00f3rio<\/a>\r\n        <\/div>\r\n                                    <\/div>\r\n\r\n                                                                        <\/div>\r\n                <\/div>\r\n\r\n                                    <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                        \r\n                            <img decoding=\"async\" width=\"1296\" height=\"902\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future.png\" class=\"skip-lazy img-fluid\" alt=\"Image for O banco do futuro\" fetchpriority=\"high\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-300x209.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-1024x713.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/07\/SI-Resources-Bank-to-the-Future-768x535.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>\r\n                        \r\n                        \r\n                    <\/div>\r\n                \r\n            <\/div>\r\n        <\/div>\r\n\r\n        \r\n        \r\n        \r\n    <\/section>\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-1803dbda9edc6d4b1b354a71c71e0aa1\" class=\"section section-altblo section-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Garantindo o relacionamento com clientes em um mundo digital<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>Novas possibilidades est\u00e3o no horizonte para os provedores de servi\u00e7os financeiros melhorarem rapidamente as experi\u00eancias digitais dos clientes. O objetivo? Construir rela\u00e7\u00f5es pr\u00f3ximas e pessoais com os consumidores, que possam sobreviver o teste do tempo em um mercado cada vez mais concorrido. No entanto, para aproveitar as oportunidades \u00e0 frente em sua plenitude, ser\u00e1 necess\u00e1rio ficar atento as quest\u00f5es relacionadas a privacidade e a seguran\u00e7a dos clientes. <\/p><p class=\"mb-0\">O relat\u00f3rio analisa detalhadamente as tend\u00eancias que est\u00e3o transformando os servi\u00e7os financeiros.<\/p><\/div>\r\n                            \r\n                            <ul class=\"list-styled-check m-0 text-body-color\"><li><p>O que os consumidores mais valorizam?<\/p><\/li><li><p>O que ganha sua confian\u00e7a e garante lealdade?<\/p><\/li><li><p>Como eles querem se engajar com seus parceiros financeiros?&nbsp;<\/p><\/li><\/ul>\r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"#form\"  class=\"btn btn-secondary btn-lg btn-animated scrollme\" >Baixe o relat\u00f3rio<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 pe-md-7 pe-lg-10\">\r\n\r\n                    <img decoding=\"async\" width=\"1296\" height=\"902\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration.png\" class=\"img-fluid\" alt=\"Imagem para Garantindo o relacionamento com clientes em um mundo digital\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration-300x209.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration-1024x713.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Map-Illustration-768x535.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-c6bbe842c5e51977e39268ed5224c78b\" class=\"section section-altblo section-py bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">TEND\u00caNCIA 1<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Sim, \u00e9 pessoal&#8230;<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>&#8220;1 em cada 3 clientes trocou de banco buscando melhores servi\u00e7os no celular&#8221;<\/p><p>Os consumidores querem experi\u00eancias ricas e personalizadas, como suporte em tempo real e acesso r\u00e1pido a suas finan\u00e7as. O problema \u00e9 que ainda h\u00e1 uma grande desconex\u00e3o entre a expectativa e realidade.<\/p><p class=\"mb-0\">Clientes de bancos querem mais do que notifica\u00e7\u00f5es de texto unidirecionais. Eles querem poder responder as mensagens dos bancos.&nbsp;<\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"#form\"  class=\"btn btn-secondary btn-lg btn-animated scrollme\" >Baixar relat\u00f3rio<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                    <img decoding=\"async\" width=\"1296\" height=\"823\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Diagram-Photo-Omnichannel-Finserv-PT.png\" class=\"img-fluid\" alt=\"Imagem para Sim, \u00e9 pessoal...\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Diagram-Photo-Omnichannel-Finserv-PT.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Diagram-Photo-Omnichannel-Finserv-PT-300x191.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Diagram-Photo-Omnichannel-Finserv-PT-1024x650.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Diagram-Photo-Omnichannel-Finserv-PT-768x488.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-b9c96ffe2d67a2562c06e4a343d5210f\" class=\"section section-altblo section-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">TEND\u00caNCIA 2<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Seguran\u00e7a \u00e9 uma prioridade<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>&#8221; Para 73% dos clientes, a seguran\u00e7a online \u00e9 o ponto mais importante na hora de escolher um banco digital.&#8221;<\/p><p>As intera\u00e7\u00f5es financeiras devem sempre come\u00e7ar com seguran\u00e7a. Ela n\u00e3o s\u00f3 ganha a confian\u00e7a dos clientes, mas tamb\u00e9m remove o atrito desnecess\u00e1rio das experi\u00eancias digitais.<\/p><p>Ao garantir a seguran\u00e7a em cada intera\u00e7\u00e3o do cliente, voc\u00ea constr\u00f3i confian\u00e7a e abre espa\u00e7o para mais conversas. Isso fortalece os relacionamentos e melhora a experi\u00eancia do cliente.<\/p><p>Os dados mostram isso claramente: quando os consumidores confiam, eles se sentem mais confort\u00e1veis ao interagir com bancos em canais menos tradicionais.<\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"#form\"  class=\"btn btn-secondary btn-lg btn-animated scrollme\" >Baixe o relat\u00f3rio<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 pe-md-7 pe-lg-10\">\r\n\r\n                    <img decoding=\"async\" width=\"1296\" height=\"925\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Customer-Message-02.png\" class=\"img-fluid\" alt=\"Imagem para Seguran\u00e7a \u00e9 uma prioridade\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Customer-Message-02.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Illustration-Sit-Tropical-03-300x214.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Illustration-Sit-Tropical-03-1024x731.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Illustration-Sit-Tropical-03-768x548.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-25611a04e95506c5f9ac0402b43e4891\" class=\"section section-altblo section-py bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">TEND\u00caNCIA 3<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Bots s\u00e3o essenciais, mas n\u00e3o substituem o contato humano&#8230;<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>&#8220;95% dos clientes querem ser capazes de mudar instantaneamente de chat de mensagens para chamadas de voz&#8221;<\/p><p>A IA e a automa\u00e7\u00e3o beneficiam tanto as empresas quanto os consumidores em muitas intera\u00e7\u00f5es digitais, mas certamente n\u00e3o todas. Sem uma sa\u00edda f\u00e1cil para o suporte humano, a automa\u00e7\u00e3o pode sair pela culatra, potencialmente criando um problema onde n\u00e3o havia sequer um!<\/p><p>Quando usadas como ferramentas para escalar intera\u00e7\u00f5es humanas, IA e automa\u00e7\u00e3o podem proporcionar o maior impacto para \u00e0s organiza\u00e7\u00f5es de servi\u00e7os financeiros. Os clientes podem n\u00e3o ver muitos de seus aprimoramento &#8220;por baixo do cap\u00f4&#8221;, mas as transforma\u00e7\u00f5es operacionais de CX podem criar algumas das experi\u00eancias mais inovadoras e diferenciadas dos clientes.<\/p><p class=\"mb-0\"><br><\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"#form\"  class=\"btn btn-secondary btn-lg btn-animated scrollme\" >Baixar relat\u00f3rio<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                    <img decoding=\"async\" width=\"1296\" height=\"846\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Handset-Chatbot-02-PT.png\" class=\"img-fluid\" alt=\"Imagem para Bots s\u00e3o essenciais, mas n\u00e3o substituem o contato humano...\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Handset-Chatbot-02-PT.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Handset-Chatbot-02-PT-300x196.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Handset-Chatbot-02-PT-1024x668.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/02\/SI-Handset-Chatbot-02-PT-768x501.png 768w\" sizes=\"(max-width: 1296px) 100vw, 1296px\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n        \r\n        <section data-content-type=\"component\"  class=\"section overflow-hidden section-py bg-body\" data-theme=\"light\">\r\n            <div class=\"d-flex flex-column gap-6 gap-md-7 gap-lg-9\">\r\n                                <div class=\"carousel \" data-carousel=\"block-5c780dd31867fca097578d8e5a19a6e9\" data-carousel-active-index=\"0\" data-carousel-dragable=\"false\" >\r\n                    <div class=\"container testimonials\">\r\n                        <div class=\"carousel__track carouselTrack\" data-transition=\"true\">\r\n                            <div class=\"row position-relative flex-nowrap\">\r\n                                                                    <div class=\"col-12 active\" data-carousel-slide=\"0\">\r\n                                        <div class=\"quote carousel-item bg-primary  px-5 py-7 p-md-9 rounded-xl shadow-lg d-flex flex-column m-0 h-100\" data-theme=\"light\">\r\n\r\n                                            <div class=\"row h-100\">\r\n                                                <div class=\"col-md-12 text-start gap-4 gap-md-5 d-flex flex-column\">\r\n                                                                                                            <div class=\"quote-logo\">\r\n                                                                                                                            <img decoding=\"async\" class=\"quote-logo\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/triodosbank.svg\" alt=\"Logotipo de testemunho de Sergio Rodriguez\">\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                                                                            <div>\r\n                                                            \r\n                                                                                                                            <blockquote class=\"m-0 quote-content text-body-color\" id=\"quote-block-5c780dd31867fca097578d8e5a19a6e9-0\">\r\n                                                                    &#8220;Integrando os processos de escuta, pesquisas, entrevistas personalizadas, estudos ad hoc, dados e transa\u00e7\u00f5es de sites, atividades nas redes sociais, mensagens de bate-papo ou mensagens de v\u00eddeo que recebemos; Tudo isso serve para avaliar o que os clientes precisam em tempo real.&#8221;                                                                <\/blockquote>\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                    \r\n                                                    \r\n                                                                                                            <div class=\"mt-auto\">\r\n                                                            <div class=\"d-flex gap-3\">\r\n                                                                \r\n                                                                                                                                    <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                                                                        <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-5c780dd31867fca097578d8e5a19a6e9-0\">\r\n                                                                            Sergio Rodriguez                                                                        <\/cite>\r\n\r\n                                                                                                                                                    <span class=\"mb-0 text-body-color\">Especialista em Experi\u00eancia do Consumidor, Banco Triodos<\/span>\r\n                                                                                                                                            <\/div>\r\n                                                                                                                            <\/div>\r\n                                                        <\/div>\r\n\r\n                                                    \r\n\r\n                                                    \r\n                                                <\/div>\r\n\r\n                                                                                            <\/div>\r\n\r\n                                        <\/div>\r\n\r\n                                    <\/div>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n                            <\/div>\r\n        <\/section>\r\n    \n\n\r\n    <section data-content-type=\"component\"  id=\"form\" class=\"section section-py form-block bg-primary\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row justify-content-center\">\r\n                <div class=\"col-12 col-lg-8 justify-content-center\">\r\n\r\n                    <div class=\"\">\r\n\r\n\r\n                        <div class=\"form-block-container shadow-lg bg-body px-5 py-7 p-md-9\" data-theme=\"light\">\r\n\r\n                            \r\n\r\n                                <!-- MARKETING CLOUD Form Container -- Start -->\r\n                                <div class=\"marketing-cloud-form-container\">\r\n                                                                            <div class=\"form-content mb-3\">\r\n                                                                                            <h2 class=\"h5 mb-3\">Baixe o relat\u00f3rio completo<\/h2>\r\n                                                                                                                                        <p class=\"content-body text-body-color mb-0\">Acesso o relat\u00f3rio completo com todas as tend\u00eancias da experi\u00eancia do cliente no setor banc\u00e1rio. <\/p>\r\n                                                                                    <\/div>\r\n\r\n                                    \r\n\r\n                                    \r\n                                    <iframe\r\n                                        id=\"marketing-cloud-form\"\r\n                                        class=\"marketing-cloud-iframe\"\r\n                                        data-iframe-params=\"utm_source,utm_medium,utm_campaign,utm_term,utm_content,transid,gclid,intcmp,msclkid\"\r\n                                        src=\"https:\/\/cloud.m.sinch.com\/sinchform1_0?referrer=https%3A%2F%2Fsinch.com%2Fpt%2Fwp-json%2Fwp%2Fv2%2Fresources%2F65248&#038;lang=pt&#038;theme=sinch.com\"\r\n                                        title=\"Baixe o relat\u00f3rio completo\"\r\n                                        style=\"width: 100%;\">\r\n                                    <\/iframe>\r\n                                <\/div>\r\n                                <!-- MARKETING CLOUD Container -- Start -->\r\n\r\n\r\n                                                    <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"author":6,"featured_media":60026,"menu_order":19,"template":"","meta":{"_acf_changed":true,"footnotes":""},"resources_category":[296],"class_list":["post-65248","resources","type-resources","status-publish","has-post-thumbnail","hentry","resources_category-report-pt"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Bank to the Future: Rethinking CX for financial services<\/title>\n<meta name=\"description\" content=\"New research shows how banks and 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