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For eBusiness & Channel Strategy Professionals

Design Better Cross-Channel Banking Journeys

Digital Executives Should Take The Lead By Focusing On The Most Important Touchpoint Pairs

April 13, 2016

Why Read This Report

Bank prospects and customers frequently move from one touchpoint to another to shop for products, receive customer service, make transactions, and get financial advice. Yet many of these cross-touchpoint experiences are broken or subpar. Too many banks focus on a given touchpoint in isolation and fail to help customers transition easily between them. Since fixing all broken cross-channel experiences can be overwhelming, digital banking executives should focus on pairs of touchpoints, designing convenient cross-touchpoint guidance.

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Table of Contents

  • Too Many Cross-Touchpoint Banking Experiences Are Broken
  • Design And Manage Great Cross-Channel Banking Experiences
  • Recommendations

  • Success Will Require Collaboration, So Partner Up
  • Supplemental Material
  • Related Research Documents

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