In financial services, the banks, credit unions, credit card companies and lending institutions that lead the industry have seen exponentially increasing success because they focus on four key areas of experience: customer, employee, product, and brand.
Each experience is inextricably linked to the next and, when managed multilaterally, collectively has the power to radically reconfigure the organisation around experiences.
Delivering a great customer experience means also seeking out and eradicating poor experiences across the customer journey – with every touchpoint the customer comes across. That means the customer experience cannot be managed separately from other experiences that are so vital to the organisation’s success. This white paper explores experience management in retail banking.
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