CUSTOMER JOURNEY
Digital banking:
walk a mile in your
customers' shoes
How you can step up the customer
experience with engaging, immersive
and personalized services
In today's experience economy, people expect their banks to guide them on a personalized journey that helps them
achieve their near and long-term financial goals — not try to sell them products and services they may not want,
need or understand. To operate in this new way, you need to know (and ideally, predict) what the customer needs at
important life moments — a kid going off to college, a new baby, retirement, a new house — and then propose tailored
offers at the right time, with seamless access and consistent quality across all physical and virtual channels.
