Customers trust you with their money. Make every contact earn it.
Financial services CX consulting from people who ran service at ING, AIG and Tangerine. We fix the journeys and contact center moments where trust is won or lost, inside the rules you already work under.
Where trust gets lost
Customers forgive a slow app. They don’t forgive being passed around when their money is stuck.
Digital-first until something goes wrong.
The app handles the easy things. The moment a payment fails or an account is frozen, customers can’t reach a person who can fix it.
Compliance scripts replace judgment.
Agents read disclosures word for word and can’t solve anything off-script, so simple problems turn into complaints.
Onboarding loses people halfway.
Verification, documents and waiting. New customers drop out before their first deposit, and nobody owns the funnel end to end.
Complaints are logged, not learned from.
Every complaint is recorded for the regulator. Few are traced back to the policy or process that caused them.
Financial services customer experience, moment by moment
A handful of moments decide whether customers stay. We start there.
Opening an account
Verification and onboarding that keep new customers moving, with a person to talk to when they get stuck.
When money goes wrong
Failed payments, fraud holds and disputes, routed to someone with the authority to resolve them.
Claims and life events
Claims, bereavement and hardship handled by trained teams, with fewer handoffs and clear timelines.
Complaints and root causes
Complaints tracked to the process that caused them, so the fix happens upstream, not in the queue.
Choosing a CX partner for financial services
Whether you bring in consultants or outsource part of your service, the bar in banking, insurance and fintech is higher.
- PCI DSS and SOC 2 reports, current
- Experience with your regulators
- QA that checks compliance and outcome
- Written fraud and vulnerability escalation
- Clear data residency and access controls
- Complaint handling that finds root causes
How we help banks and fintech
Contact Center Consulting
QA that grades resolution inside the rules, coaching, staffing and escalation paths.
Journey Mapping
Onboarding, disputes and claims mapped from real data, ending in a ranked fix list.
Voice of the Customer
Complaints, surveys and contact reasons turned into fixes with owners.
Call Center Outsourcing
Choosing and governing partners that meet your security and compliance requirements.
We’ve run financial services CX ourselves
Banking and insurance taught us service under regulation: every word audited, every complaint counted, and trust that takes years to build.
More about us
Edvin Cernov
Ran customer experience through two hypergrowth retail scale-ups. Cares about frontline teams, clean data and technology that actually helps.
Patrick Louis
Twenty years leading service and sales operations for global brands in Europe and North America. Cares about teams that own the outcome, not the script.
Not sure where to start?
The six-week CX assessment looks across onboarding, servicing, complaints and your contact center, and tells you where trust is leaking.
Free advice while you think it over
All articlesOmnichannel, done properly
Why the data layer, not the channel count, decides whether customers repeat themselves.
Voice of customer analytics
Turning complaints, calls and surveys into themes you can act on.
Predicting customer churn
The signals that show a customer is leaving, before they do.
Tell us where trust is leaking.
Fifteen minutes, no deck. Bring the journey or complaint that worries you, and you’ll leave knowing where to start.
Book a free 15-min call Rather write? hello@rethinkcx.com