# Building Trust Through Customer Experience and Operational Resilience

Ensure reliability through seamless interactions, highly personalized services and effortless regulatory compliance.

With the rapid expansion of BigTech and FinTech disruptors, the financial industry faces increasing pressure to stay competitive. Building trust has become more crucial — and far more challenging — than ever.

According to FT Longitude, while 53% of banks invest heavily in technologies for customer-centric approaches, customers often perceive these services as generic and are usually skeptical of such services that could lead to data privacy issues and cybersecurity threats1. Additionally, 50% of banks admit they are unprepared for the impact of an economic downturn on customer service, potentially causing significant damage to customer trust.

## Understanding the Importance of Customer Experience (CX)

Every touchpoint shapes a customer's perception of a brand, from account sign-ups to transactions, service requests, surveys and chatbot interactions. Consequently, with rising customer expectations, exceptional CX is a key differentiator in today's competitive financial landscape.

Improving CX requires a comprehensive, end-to-end approach that involves understanding behavior, preferences and expectations during timely communication with customers.

## Customer Experience Management (CXM) Strategies

Dassault Systèmes' **Intelligent Customer Analytics** gives banks and insurance companies the ability to gain valuable customer insights using **natural language processing (NLP)** powered by **artificial intelligence (AI)** and **machine learning (ML)** to uncover value from surveys, emails, chats and complaints across 30 languages.

Personalized Services

 [![Business Services - Personalized Services > Dassault Systemes®](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-01-600x352.jpg)](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-01-600x352.jpg)

(AD) Personalized Services

Rely on data-driven insights to identify patterns in customer behavior and understand brand sentiment to customize offerings that foster trust and drive loyalty.

(BS) Digitalized Operations

 [![Business Services - Digitalized Operations > Dassault Systemes®](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-02-600x352.jpg)](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-02-600x352.jpg)

(BS) Digitalized Operations

Implement collaborative digital solutions to streamline complex systems and interdependencies in workflows and structure, as well as standardize data across a financial organization to drive productivity and reduce errors.

(BS) Strategic Alignment

 [![Business Services - Strategic Alignment > Dassault Systemes®](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-03-600x352.jpg)](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-03-600x352.jpg)

(BS) Strategic Alignment

Use predictive analytics and scenario modeling tools to align strategies across markets and jurisdictions, thus facilitating knowledge sharing and growth.

(BS) Regulatory Compliance

 [![Business Services - Regulatory Compliance > Dassault Systemes®](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-04-600x352.jpg)](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-content-tab-04-600x352.jpg)

(BS) Regulatory Compliance

Incorporate compliance management and real-time monitoring capabilities to proactively identify risks, safeguard operations and adhere to regulatory standards with confidence.

(BS) CX Metrics

Implementing an effective CX strategy starts with defining clear goals and regularly analyzing, reviewing and adjusting strategies.

Beyond traditional key performance indicators (KPIs) like net promoter score (NPS), customer satisfaction score (CSAT) and churn rate, which rely on structured data, companies can leverage intelligent solutions to measure and analyze customer satisfaction directly from unstructured data. Key KPIs include:

- **Retention rate:** Measures the percentage of customers that use products or services over a specific period.
- **Customer participation rate:** Tracks the participation levels of customers in loyalty programs.
- **Chatbot performance:** Monitors user engagement, message click-through rate, handoff rate and user retention from digital customer services.

(BS) Trust Beyond the Numbers

How are leading financial institutions boosting customer trust and driving measurable growth? Our expert insight videos and exclusive ebook provide the answer.

[(BS) Trust Beyond the Numbers](/media/17971)

[Get the full details](/brick/65497)

(BS) A Robust Operational Resilience Framework

While financial institutions have long adopted business continuity planning as a best practice to safeguard critical functions, this approach is largely reactive, centered around predefined scenarios and static contingency plans.

Operational resilience, on the other hand, takes a broader and more proactive approach by embedding resilience into systems, processes and cultures for swift adaptation and recovery from a wide range of disruptions, such as cyberattacks, regulatory shifts or natural disasters.

Integrating business continuity and operational resilience ensures robust strategies are in place to manage risks, mitigate substantial fines, preserve brand reputation and uphold customer trust during high-stakes situations.

(BS) Operational Resilience Management Systems

Dassault Systèmes' data-driven virtual twin technology enables companies to model their entire operational ecosystem using **model-based systems engineering (MBSE)** principles. This engineering approach, used as a standard in manufacturing and aerospace, can easily be brought to the financial services sector to strengthen operational resilience.

MBSE drives operational resilience and innovation by providing a comprehensive end-to-end view of dependencies within an organization through scenario modeling and predictive analysis. All key aspects of important business services <a name="_Hlk199151787"></a>— people, property, suppliers and technology — can work efficiently across an organization.

(BS) Operational Resilience Tools and Solutions

**CATIA Magic** offers a robust suite of tools to capture expert business knowledge and streamline validation and consensus for process standardization. Key capabilities include:

(BS) Standardized modeling

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-standardized-modeling-circle-128x128.png)

(BS) Data integration

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-icon-data-integration-circle-128x128.png)

(BS) Built-in traceability and audit features

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-icon-built-in-traceability-circle-128x128.png)

(BS) Real-time model sharing and centralized repositories

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-icon-real-time-model-sharing-circle-128x128.png)

(BS) Advanced visualization tools

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-icon-advanced-visualization-tools-circle-128x128.png)

(BS) Simulation tools

 ![](https://www.3ds.com/assets/invest/2025-06/bs-bi-icon-simulation-tools-circle-128x128.png)

(BS) Customer Experience and Operational Resilience: Frequently Asked Questions

What is CX?

For financial institutions, a customer experience (CX) strategy serves as the blueprint for a comprehensive, end-to-end approach to customer engagement. This strategy aims to understand customer behavior, preferences and journeys to deliver personalized and seamless experiences across various channels. A well-crafted [CX strategy](https://www.3ds.com/products/netvibes/customer-experience) using Intelligent Customer Analytics solutions can be continually refined through customer feedback and data insights to shape the perception of the brand, convey values and bolster a company’s market reputation.

What makes a great CX?

A great CX strategy involves employing robust technology to reveal strategic opportunities for businesses to make informed decisions that will boost customer satisfaction.

[NETVIBES Proxem Studio](https://www.3ds.com/assets/invest/2023-09/bs-flyer-proxem-studio-for-financial-institutions-en.pdf), powered by the **3D**EXPERIENCE platform, builds a multifaceted view of CX. Through semantic analysis, customer insights are aggregated and analyzed from various sources on multiple topics across different languages. **Natural language processing (NLP)** powered by **artificial intelligence (AI)** supports over 30 languages, helping companies overcome language barriers to accurately discern customer needs and identify common sentiments across the globe. **Machine learning (ML)** and multilingual semantic analysis uncover value from data by identifying patterns in customer behavior, product preferences and customer interaction history to better personalize services to their target customer base.

What is an example of operational resilience in banking?

In banking, [Operational Resilience solutions](https://www.3ds.com/assets/invest/2023-09/bs-operational-resilience-a-three-step-strategy-en.pdf) with CATIA Magic and MBSE employ scenario modeling to map dependencies, assess impacts and simulate disruptions, thereby creating a robust operational resilience framework. Additionally, regular training and advanced simulations, especially those focused on customer-facing scenarios, equip employees with skills to manage client interactions effectively during disruptions.

How does operational resilience contribute to business value?

The Dassault Systèmes Operational Resilience solution facilitates seamless customization of operational models tailored to specific business contexts, thus enhancing the precision of resilience strategies and their alignment with organizational goals and operational realities.

Using virtual twin technology, companies can visualize interactions and test dependencies among internal and external people, processes, technologies and facilities early in development. Additionally, evidence-based practices ensure that decisions are grounded in accurate data, optimizing operational performance over time. This proactive approach guarantees that important business services operate within predefined impact tolerances, effectively minimizing costs and mitigating potential downtime.

With its collaborative capacity to model and analyze, the **3D**EXPERIENCE platform leverages customer experience analytics and a robust operational framework to bolster overall business value.

## (BS) Explore our Industry Solution Experiences

## (BS) Trends in the Financial Services Industry

---

1Source: [The Challenge of Customer-Centric Banking ](https://resources.genesys.com/ft-longitude-report-banking-customer-centricity)

 ![Business Services - Customer Experience > Dassault Systemes®](https://www.3ds.com/assets/invest/2024-08/bs-customer-experience-operation-resilience-hero-banner-1920x900.jpg)

[   Discover the trusted strategy     ](/brick/65497)

Ind. Story Page

Building Trust