Trends Report

Customer Journeys Bring Focus And Alignment To Your Digital Banking Strategy

August 28th, 2019

Summary

Digital businesses focus too narrowly focused on ROI and cost reduction instead of using digital technologies to create customer value and boost operational agility. Lines of business fixate on specific products and short-term sales. Digital groups too often treat creating new digital capabilities as a one-off project, according to USAA’s Christopher Cox. End-to-end digital experiences are often based on untested assumptions of what's best for customers, not what they actually want, need, or will use.

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