Banking Consulting Customer Experience Journey mapping 
PeopleMetrics
FEBRUARY 21, 2023
Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.
REVE Chat Blog
FEBRUARY 12, 2020
Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . Banks functioning digitally have witnessed reduced costs and streamlined processes.
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Beyond Philosophy
OCTOBER 5, 2017
The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. Customers have emotions and your experience produces them.
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. You are a lifelong customer of Locality Bank. Scenario 1.
Beyond Philosophy
AUGUST 1, 2019
I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past.
Beyond Philosophy
JULY 16, 2019
We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. A couple of principles about Choice Architecture are essential to keep in mind when designing it into your Customer Experience strategy. Behavioral Journey Mapping takes regular Journey Mapping to the next level.
Beyond Philosophy
APRIL 5, 2017
In their apology to their customers, they expressed deep regret to the Senate Banking Committee. When apologizing to a Customer, you should do more than mend fences. By owning up to a mistake, not only are you correcting the problem, but you’re also turning a negative experience into a positive one.
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