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Use Customer Journeys To Guide Your Digital Banking Strategy

Processes: The Digital Banking Strategy Playbook

January 24, 2019


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This is the Processes report in The Digital Banking Strategy Playbook For 2020.

Why Read This Report

Digital banking teams are keen to digitize the entire customer life cycle. 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 pushing toward 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. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in January 2019.

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Table of Contents

  • Digital Banking Strategies Are Often Inside-Out
  • Use Customer Journeys To Guide Your Digital Banking Strategy
  • Embed Customer Journeys In Your Design And Delivery Processes
  • Recommendations

  • Preempt Internal Resistance
  • Supplemental Material
  • Related Research Documents

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