Reshaping the customer journey: mobile banking. personalised and on-demand access to services
Internet and mobile banking is preferred: shut branches caused by customers managing banking through the internet and on mobile phones
Four ways to improve the customer journey
(1) Improve new account opening and on-boarding experience
(2) consider user-friendly authentication
(3) Embrace the rise of the bots
(4) Embrace cross selling
*cross selling: selling to an existing customer
source: https://www.finextra.com/blogposting/13719/how-digital-is-redefining-the-banking-experience
YJ 