The development of effective digital banking propositions has become essential in an era defined by big-tech companies, e-commerce platforms and super apps. Ensuring strong digital interactions across all touchpoints of the customer journey encompassing from new customer onboarding to account management must be driven by easy, intuitive and user-friendly design, coupled with deep personalisation and cross-channel integration for frictionless customer experience.
DIGITAL BANKING LEADERS IN THEIR CX JOURNEY
Given the range and depth of various digital banking platforms, product enhancements and service innovations by financial institutions globally, it is often challenging to evaluate and identify those propositions that are creating the most value for their customers and meeting the highest standards of excellence in digital interactions. To address this gap, The Digital Banker’s unique analytical framework helps ascertain the key success factors that are unlocking the most value for customers and driving the strategic needs of the business through accelerated digital adoption with intuitive and simplified customer journeys powered by straight-through processing capabilities.
The Digital Banker, has developed a DCX Maturity Index™ that assesses the key dimensions that drive effective digital propositions leading to successful customer outcomes based on four key elements namely Innovation, Engagement, Personalisation and User Experience. This is built on the fundamental premise of ensuring that the bank’s digital banking services must deliver in terms of seamlessness, thus minimising friction during the customer journey with all banking channels fully aligned to provide a single and consistent experience.