ACCELERATION AND MORE DISRUPTION

Banking is going through significant transformational changes due to a wide range of factors. How banks navigate these changes and transform their organization is pivotal to remaining relevant and driving growth. Customer Experience 4.0 Master Series is designed to help traditional transaction-focused banks effectively harnesses the power of transformation to build an ideal customer experience for their retail network.

 

CUSTOMER EXPERIENCE 4.0 MASTER SERIES


Course Curriculum

1. Introduction to Banking 4.0

Introduction to Banking 4.0

Included in this session:


The three significant forces impacting banking


An explainer on Customer Experience 4.0


How Fintech and new digital channels are changing customer experience


Essential Customer Experience 4.0 factors


Eight Steps to build a bank of the future


Overview of the eight proceeding sessions


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2. Defining the Steps to Transformation

Defining the Steps to Transformation

Included in this session:


A detailed outline of the customer experience transformation process


How to compete with Fintechs and other digital services


Challenges and pitfalls to avoid


The importance of internal alignment and collaboration

3. Responding to the Future Trends

Responding to the Future Trends

Included in this session:


Exploring the Strategic Foresight STEEP process and how it helps identify potential future scenarios


Exploring trends driving the ultimate customer experience


How to benchmark and derive insights as a bank leader


SWOT analysis and effectively mapping the current vulnerability of the organization in remaining relevant


Explanation of the Trust Ladder

4. Leveraging the Brand for Stronger Differentiation

Leveraging the Brand for Stronger Differentiation

Included in this session:


The importance of a brand as part of the customer experience


Examples of good and bad examples of banks leveraging their brand


Different brand strategies to improve the customer experience


The role of a strong identity and coherent strategy

5. Creating a Differentiated Position and Experience

Creating a Differentiated Position and Experience

Included in this session:


The different dimensions of a brand position


The questions and steps to undertake in developing a differentiated position


Linking the position to the customer experience

6. How to Bring Your Ideal Customer Experience To Life

How to Bring Your Ideal Customer Experience To Life

Included in this session:


Staff participation and engagement


Introduction of agile and nimble processes and their importance


Visioning approaches


The different stages of the creative and execution process


Identifying the potential issues during the implementation process

7. A Deeper Dive on the Branch-Design Process

A Deeper Dive on the Branch-Design Process

Included in this session:


The right branch layout


Where to locate digital and marketing material


The role and design of the various zones

8. How Future Eco-Banking Systems Will Impact the Customer Experience 4.0

How Future Eco-Banking Systems Will Impact the Customer Experience 4.0

Included in this session:


Different emerging banking ecosystem models


The role of Fintech and third party companies as partners


How these different business models will impact the customer experience

9. How to Leverage the Right Metrics to Ensure Success

How to Leverage the Right Metrics to Ensure Success

Included in this session:


Different types of research methodology and tools


The pros and cons of each


How to link metrics and insights to improve the customer experience


How the measurements should be integrated as part of the organization

Choose a Pricing Option

$399

Individual Enrollment

One-time payment.

Get access to the complete Customer Experience 4.0 Master Series for the low price of just $399.

$1,895

Team Enrollment - 5 at $379 each

One-time payment. Save 5% off the individual enrollment price.

Give your five members of your team full access to the Customer Experience 4.0 Master Series with this special pricing. After your purchase, we'll email you an access code that you can share with your team.