CX White Papers

Journey Mapping + Orchestration = Money in (and for) the Bank

How can traditional banking institutions rise to the challenges posed by technology-driven changes in competition and consumer behavior that have eaten away at their profit margins and market share? With their own technology-driven customer experience management strategy that optimizes the most important journey in the end-to-end customer lifecycle: Onboarding.

Combining the emotional insights gleaned from journey mapping with the targeted interventions made possible by a journey orchestration platform can yield lower attrition rates and cost to serve in the short term, and a greater share of wallet and the creation of ROI-boosting “brand advocates” in the long term.

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