Zafin | Customer Experience in Retail Banking: Buz

In part 2, we look at best practices for (re)designing a customer experience program, discuss why fee transparency is good business, and look at means to communicating the value exchange. In conclusion, designed customer experiences, coupled with the right customer-centric platform, enables transparency and creativity. We look at how a positive customer experience can drive loyalty. Finally, how does one get started? How does a bank deliver?

In this episode, we define the customer experience, dive into touchpoints, and look at common misconceptions around improving the customer experience. We ask, what are some different types of preferred experiences? What key metrics should we look at?