Customer Journey Mapping in Banking
Banking has changed tremendously over the past 30 years. Financial institutions once relied primarily on demographics, account balances, transaction histories, focus groups, and satisfaction surveys. In the digital age, there is significantly more data to consume and learn from. What is Customer Journey Mapping in Banking? At its foundation, journey mapping is documenting every step […]
What is Customer Service in Banking for 2025?
In banking, relationships matter more than transactions. As we navigate the complex financial landscape of 2025, this truth has never been more evident. Customer Service as Strategic Imperative Banking was once straightforward. Customers would walk into their local branch where tellers knew their names, their children’s names, and perhaps even vacation details. That personal connection […]
