A CASE STUDY ON THE IMPORTANCE
OF CX IN ONBOARDING
ADITI SHUKLA | 12 AUGUST 2019
While technology is driving the evolution of the financial industry, new tech-savvy competitors with customer-centric digital mindsets are disrupting the operational models of established banks. The race to create new products and design superior user experiences is on and market competition is fierce.
At the beginning of 2019, Capco Digital conducted a study on the importance of customer experience during the banking onboarding process in Germany. Our users selected 14 completely different banks, all industry leading and well-known institutions, with a variety of different characteristics and product offerings. Discover what they found…