banking silo busting customer experience

But the responsibility for effective digital transformation shouldn’t fall solely on frontline employees. And when customers embrace a bank’s tech and transition away from branch use to these digital transactions, the banks stand to see a major reduction in the costs of processing those transactions. After all, it’s people who are the drivers of ROI when it comes to tech investments.

“We want to keep happy,” Jimenez says, “And not just customers but employees…because at the end of the day… if you’re not supporting people, there’s no point in putting more technology out there.” Findlay agrees. So, if they don’t bank with you, they don’t use your tech and if they don’t use your tech, there’s no way they can have customer conversations about it.” Given the current state of the global economy, providing customers with a satisfying digital experience is more important than ever. But what we’ve learned is that at about 70% of financial institutions, staff don’t bank with their employer.

“I think that optimism is born out of seeing amazing products like the iPhone and the iPad, but what’s forgotten is Apple had trillions to invest in UX.” So how can banks make customers feel comfortable with their new tech following a major digital transformation? Findlay says: “The best way to drive adoption is through your frontline. “Inherently, we all want to believe we build software that’s intuitive, that people will easily understand and get up to speed on quickly,” says Findlay. For many years now, Findlay and LemonadeLXP have introduced gamification to the onboarding process to improve the adoption rates of new digital products as banks roll these experiences out to their customers. If a bank releases a new digital product, but it’s not intuitive enough to resonate with customers, does it make a noise? When a bank undergoes a major digital transformation, what steps can they take to help ensure the experience they’ve painstakingly crafted resonates with customers and makes the right kind of noise in the marketplace? These are the sorts of questions Alex Jimenez, EPAM’s Managing Principal of Financial Services Consulting, is asking of John Findlay, CEO of LemonadeLXP, in this #TakeItToTheBank conversation.

Banking silo busting customer experience