Banks

With new innovations in technology and the number of consumers using digital channels only increasing, many banks are embarking on large scale digital transformation projects aimed at enhancing the customer experience.

Leading banks are investing heavily in digital technology, improving how customers use online, mobile and other digital platforms to access banking services.

Forbes recently reported that 86% of financial institutions indicated that digital solutions represented their top technology investments.

Banking is a competitive market, and differentiating the consumer experience is becoming increasingly difficult. Digital delivery now goes beyond just mobile banking apps – without back-office improvements, current technologies will eventually fail to deliver the experiences that are expected by consumers.

A focus on the customer experience is key. Banks need to place customers in the center of business operations – with full consideration of the end-to-end experience, from awareness right through to purchase and referrals. But how do you do this if you do not know who your customers are and how they interact with your brand?