Articles on Digital banking

First impressions count: bank onboarding customer experience

Documents printed – Check.
ID – Check.
Paper application form complete – Check.
Arriving at the branch to be told you’re missing a document – Check.
Another lunch hour used up – Check.

As defined by Forrester, customer experience is “How customers perceive their interactions with your company.”  Therefore, when great effort has been placed on attracting new customers, it is of paramount importance to ensure the onboarding journey is seamless to succeed in creating a positive and lasting impression.

Moreover, customers are now comparing their experiences with digital leaders from other industries. No industry has been immune to customers ever-rising expectations, which includes the banking industry.

This article aims to uncover what has expedited customer experience expectations in banking and how banks can respond, with a focus on the customer onboarding journey.

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