Tag: Digital customer journey

Loading...
Open Banking – Embracing change in Financial Services...

The arrival of Open Banking next year will require the financial services industry to become more focused on the needs of the customer. This...

Read More Open Banking – Embracing change in Financial Services
Why employees and customers are the best people to res...

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old processes. For lots of reasons, there might be a better way. The reason change is paramount is because of poor customer...

Read More Why employees and customers are the best people to reshape customer journeys
Executives recognise change is needed – so, how do the...

The speed at which people have adapted to digital technologies has challenged businesses. This fast-paced evolving market has meant some businesses have found it a struggle to adapt their operating models to meet the expectations of customers. This expectation has meant people command a high level of service, delivered...

Read More Executives recognise change is needed – so, how do they adapt in a digital consumer era?
How to create a happy path...

Most digital onboarding processes are digitised versions of legacy face-to-face processes that have only one route to successful completion, the so-called ‘happy path’. But, for many customers, the path isn’t always happy, and the same can be said for the provider. Offline happy path processes can work, but online,...

Read More How to create a happy path
Digital onboarding: where some lead, many others need ...

Customer onboarding is changing significantly. In recent years, smart providers have created simple, low cost, intuitive digital experiences that fuelled the growth of their businesses and...

Read More Digital onboarding: where some lead, many others need to follow