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
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
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
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
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
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
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
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
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
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
- 1. Introduction to Banking 4.0 (31:31)
- 2. Defining the Steps to Transformation (36:26)
- 3. Responding to the Future Trends (35:31)
- 4. Leveraging the Brand for Stronger Differentiation (21:41)
- 5. Creating a Differentiated Position and Experience (30:34)
- 6. How to Bring Your Ideal Customer Experience to Life (25:43)
- 7. A Deeper Dive on the Branch Design Process (25:51)
- 8. How Future Eco-Banking Systems Will Impact the Customer Experience 4.0 (25:17)
- 9. How to Leverage the Right Metrics to Ensure Success (13:14)