How banks are delivering on the #1 trend: Easier & faster customer experience

Business customers expectations are rising with the bar being pushed up by digital giants and fintechs. Banks can meet and exceed these expectations if they adopt a design thinking approach, one whose goal is to improve or re-envision customer journeys by moving beyond the “what” to the “why.” By focusing on customer workflows, banks can expand their offering, for example, upstream and downstream of a payment. By understanding the “why,” they have valuable contextual information that enables them to offer tailored products and services.