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How to Drive the Future of Customer Experience at Your Bank with Digital Transformation

Providing the Right Service and Tools for Your Digital Customer

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Chapter 6

Key Recommendations

Establish formal CX and digital transformation strategies. Define formal roles to manage these strategies, whether those roles are independent or embedded in an existing department like CX or IT.

Analyze your customers’ communication preferences before making strategic CX investments. Use customer data or survey results to identify which technologies customers will be most responsive to.

Prioritize those CX technologies that will integrate well into your existing or forthcoming infrastructure and provide the most value for customers and the organization. Digital transformation must occur alongside day-to-day operations and existing CX strategies.

Formally assess emerging technologies like bots, AI, and ML and use your existing analyses to determine if they would have a positive impact on CX. Integrate them into your CX strategy if they are viable.

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