Giving customers financial guidance and recommendations based on real-time scenarios is essential for a good customer experience in banking. The key is to leverage data and analytics to understand the consumer at every point of their journey—from onboarding and account opening to expanding the relationship through additional products and services.

Banks that improve the customer experience can improve satisfaction, increase revenue, expand relationships, increase retention and positively affect the bottom line. In this Industry Outlook Report, we’ll explore:

• Digital access: consumers expect a uniform, uncomplicated experience whether they’re accessing their bank in person, on a laptop or tablet, or via a mobile device. 
• The importance of personalization: the role of personalization and how it leads to a more robust and long-lasting customer experience.
• Removing friction: removing friction along all points of the customer journey is vital for success.