Customer Experience Guide in Banking

Today the importance of customer experience management is rapidly increasing. And parallel to that, more and more content on customer experience management is being published every day. But unfortunately, quantity does not imply quality and it can be hard to sift through the noise to find good content. That's why as Pisano, we'd like to save you the trouble and offer high quality, tailored content to you, customer experience professionals in banking, such as this guide.

Guides are one of the most important pillars of Pisano Academy, our ambitious project to bring together the CX community and all the knowledge around CX management. Even though the fundamentals of customer experience management are well known, we see that there are a lot of nuances between industries. And it can be difficult to translate concepts and strategies from one to another. In this guide we'll deep-dive into customer experience management best practices for the banking industry and focus on what really matters — actionable strategies that will help you deliver real results.


In this guide, we start with the “experience” paradigm shift and how this shift affects customers. And what makes customer experience so important in this new paradigm. We then will take a snapshot of the banking landscape in light of 3 pillars: Channels, Products and Competition. We'll see how these pillars are changing and how they should be managed in today’s world.


We'll explore how customer preferences are shifting to digital channels. And how innovative products are necessary but fundamentally need to solve a customer problem. Why competition is higher than ever and why banks are not only competing amongst themselves. And of course, we'll explore how banks can prepare for this new world and how they can win by providing exceptional customer experience.


For customer experience management, we suggest 2 perspectives. 1- Start Inside and 2- Focus Outside. You’ll find details based on best practices, research comments and in a customer experience expertise point of view.


We hope this guide will help you to build a better customer centric organization. And please feel free to get in touch with us and share your comments.

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