Previous blogs in our series have detailed the challenges facing banks in the race to create seamless digital onboarding experiences for customers.
A complete omnichannel experience allows a customer to start the onboarding process on a mobile device in the morning, visit a branch during lunch, then call into a contact center later that evening. Most banks fail to achieve this complete experience due to time and cost restraints.
But with an increasingly mobile and multi-device customer base, what’s the cost of not moving toward an omnichannel experience? The digital bar has been raised, and firms that don’t pivot to respond risk losing a growing base of mobile-first clients to tech-savvy competitors.
In Part III of our white paper, Digital customer onboarding: Building valuable customer experiences through digital bank channels, we detail ways financial services can keep cost restraints down, while updating technical architecture to support an omnichannel experience.
We map out various “friction points” in the process and highlight ways to streamline these roadblocks to minimize drop-off and maximize conversion.
Plus, we detail five common onboarding process steps and solutions banks can employ to achieve a service-oriented architecture and, ultimately, a frictionless customer experience.
We’ll also provide you with downloadable templates meant to get you started. Download the white paper and access a persona template, lean canvas template and story map template, all useful tools when going through the creative process with your team.