Many current digital solutions are built on legacy platforms that do not provide the agility required to meet today’s customer needs. Developing a digital-first CX built around the customer journey will require agile and flexible solutions that can compare to nonbank digital experiences.
Goals and Objectives
Provide customers with improved mobile and online experiences, including the ability for stronger authentication, as well as contextualized marketing. In addition, integrating the mobile device into an in-branch visit will enhance the omni-experience.
Chat and virtual agents; biometrics as the forward-looking answer to authentication; location services that will be important in the next generation of mobility; open APIs to manage data sources, platform solutions with responsive design; and multimedia capabilities driven by enterprise content management to enrich the mobile experience
Use Case Summary
The next generation of consumers, the “digital natives,” will have higher expectations from their digital banking experience. Keeping up to date on mobile, online, and chat banking technology and capabilities will meet that need.