Next-Generation Customer Experience in Retail Banking Storyboard

Author(s): David Tomljenovic

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The global banking industry has been subjected to significant disruption. Before COVID-19, fintechs and neo-banks were already making sizable inroads. A considerable amount of their success was based on their ability to deliver customers with faster, easier, and more relevant experiences. COVID-19 significantly accelerated the importance of customer experience as users were forced from branches to online channels. This transition elevated the need for banks to address their data, silo, and alignment issues.

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