Use Customer Journeys To Guide Your Digital Banking Strategy
Processes: The Digital Banking Strategy Playbook
December 22, 2016
Why Read This Report
Digital banking teams are keen to digitize the customer life cycle from end-to-end. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints. But this push to 100% digital sales and service can result in misunderstandings of customer behavior and preferences and low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital banking strategy.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Digital Banking Strategies Are Too Inside-Out
- Use Customer Journeys To Guide Your Digital Strategy
- Embed Customer Journeys In Your Design And Delivery Processes
- Preempt Internal Resistance
- Supplemental Material
- Related Research Documents
Use Customer Journeys To Guide Your Digital Insurance Transformation
November 9, 2016 | Oliwia Berdak
How US Consumers Research And Buy Checking Accounts
November 30, 2015 | Alyson Clarke
Q&A: The Social Analyst's Primer On VoC Programs, Data, Vendors, And Collaboration Tips
September 25, 2015 | Samantha Ngo