Shaping Customer Journey in Banking
What is Customer Journey?
Customer journey spans across all interactions a customer has with a bank. It may be longer than you think as it is not restricted to a single process, product or service.
Why Should Banks Care?
Ignoring the customer journey can have adverse consequences. Banks might find that their customers get disengaged during their journey. The issue lies in 3 digital disconnects- the process disconnect, the human disconnect, and the physical disconnect.
How to Shape a Delightful Customer Journey?
To deliver a fulfilling customer experience, banks need to be responsive and agile. There are four key ingredients that go into shaping a delightful customer journey. Read this eBook to learn more.