Customer Experience Archive
Convenience in banking takes on a new meaning in a digital world where all organizations are as close as a computer or mobile device.
While the banking industry understands the need to more digital, considerable changes will be required in order to make this a reality.
Banks and credit unions can retain relationships with banking consumers by adopting the role of financial solutions' gatekeeper.
Today's banking consumer begins shopping for financial services outside the branch. Understanding the purchase journey is vital to marketing success.
New customers to a financial institution expect a streamlined, efficient, and personalized onboarding experience.
Despite increased investment in mobile banking, satisfaction with digital channels has decreased due to increasing expectations.
While financial institutions continue to improve their digital access, the trust factor still weighs negatively on customer satisfaction.
More important that user experience (UX), emotional experience (EX) in banking can better address consumer needs and goals.
Millennial banking customers want personalized service delivered through both digital and physical channels similar to other generations.
Big data can create differentiation and business value by providing real-time insights on current and prospective customers.
Despite tremendous growth, online and mobile banking is unlikely to displace traditional retail banking anytime soon.