The roadmap to digital customer onboarding

How banks can create an ideal customer experience in their onboarding processes, while opening the door to innovation and success.

Digital customer onboarding in banking

Banking's digital transformation

That financial institutions are in a race to become digital companies is well known. Why then, in an era where checkbooks have been replaced with tap-to-pay, do pen, paper, and fax continue to play a critical role in new customer applications?

Customers now expect a fast, easy, seamless—even fun—experience when choosing products. Banking isn’t exempt from that expectation, but unfortunately, it’s an area where most banks continue to struggle.

In this white paper, “Digital customer onboarding: Building valuable customer experiences through digital banking channels,” we outline the challenges of digital onboarding within banking. We’ll also outline how banks can achieve rapid success by making their customer the North Star. Some key points:

  • We assess the state of the banking industry’s onboarding approaches, each with its own level of digital sophistication.
  • We then outline approaches banks can take to reach a higher level of sophistication, using the current state of the industry as a benchmark.

Our experience has shown that the strongest onboarding experiences understand the customer’s goals and validate their understandings through research. By doing so, you can evaluate opportunities to invest in solutions by “thinking like a customer.”

Get up to speed on the state of the banking industry’s digital transition, plus ways banks can embrace customer experience over traditional (often outdated) processes to achieve success with an increasingly mobile and multi-device customer base.

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