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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.

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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
  • Recommendations

  • Preempt Internal Resistance
  • Supplemental Material
  • Related Research Documents

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