Shaping Customer Journey in Banking
What is Customer Journey?
Customer journey spans across all interactions of a customer with the bank. It might be longer than you think as it is not restricted to a single process, product or service.
Why Should You Care?
Ignoring customer journey can have adverse consequences. Banks might find that their customers are disgruntled with their dissatisfying journey. The issue lies in 3 Digital Disconnects- The Process Disconnect, The Human Disconnect, and The Physical Disconnect.
Shaping Customer Journey
To shape a fulfilling customer journey, you need to deliver speed responsiveness as well as a great overall experience. The four ingredients for shaping customer journey are- The Process Experience, Straight-through Process Automation, Contextual Engagement, and Connected Unified Banking.