Improving the digital banking experience became a priority in 2020. With the onset of the global pandemic, it was critical to provide an engaging and seamless digital experience for customers.

The best customer experiences in digital banking follow a tried-and-true software development formula established by engineers at Hewlett-Packard, called FURPS, which stands for Functionality, Usability, Reliability, Performance and Supportability.

In this playbook, we explore these five concepts and look at how each concept needs to connect to the real experiences customers have with their financial institutions. Inside, readers will learn:

• What makes a CX leader? 
• Understanding the five customer experience requirements in modern banking
• The importance of blending technology and people

​