Customer Experience and Digital Banking Platforms
Category : Banking
Duration: 5 days
In the era of digital banking, customer experience is a key differentiator for banks. This training focuses on building and enhancing digital banking platforms to provide seamless and personalized customer experiences. Participants will explore strategies for improving user experience (UX), leveraging data analytics, and integrating omnichannel banking to meet customer needs.
Learning Objectives
Develop strategies to enhance customer experience in digital banking
Build and optimize digital banking platforms for personalized services
Leverage data analytics to understand customer behavior
Integrate omnichannel banking for a seamless customer experience
Training Program
Introduction to Digital Banking and Customer Experience
The importance of customer experience in digital banking
Key components of a successful digital banking platform
Quiz: Identify best practices for digital banking UX
Building Digital Banking Platforms
Designing user-friendly digital banking platforms and mobile apps
Integrating core banking systems with digital channels
Practical case: Develop a roadmap for a digital banking platform
Leveraging Data Analytics for Personalization
Using data analytics and AI to understand customer preferences
Personalized banking products and services based on data insights
Practical case: Use data analytics to create personalized banking offers
Omnichannel Banking Strategies
Integrating digital, mobile, and branch services for a seamless experience
Enhancing customer journeys through omnichannel banking
Practical case: Propose an omnichannel strategy for a retail bank
Measuring and Improving Customer Satisfaction
Key performance indicators (KPIs) for customer satisfaction
Using feedback and surveys to improve customer experience
Practical case: Develop a customer satisfaction improvement plan for a bank
Key Points
Numerous practical examples illustrating the different studied concepts
Practical cases to draw parallels with the concepts learned
Who Should Attend This Training
Digital banking and product managers
UX designers and customer experience professionals
IT professionals in banking
Bank executives focused on customer engagement
Prerequisities
Basic understanding of digital banking platforms and customer experience
Teaching Methods
Training structured around skill transfer
Acquisition of operational skills through practice and experimentation
Collaborative learning during synchronous sessions
Multi-stage learning path to allow engagement, learning, and transfer
Training promoting participant engagement for better anchoring of lessons
Satisfaction and Evaluation
Skill evaluation will be conducted throughout the training by the participant (self-evaluation) and/or the trainer according to the training methods.
Online training evaluation on your participant space:
Immediate evaluation at the end of the training to measure your satisfaction and perception of skill improvement against training objectives. With your agreement, your overall rating and comments will be published on our site via Verified Reviews.
Post-training evaluation 40 days later to validate the transfer of your acquired skills in the workplace
Attendance tracking and issuance of an individual training certificate or a certificate of completion
LONDON
128 City Road, EC1V 2NX London
PARIS
38 Rue Boulard, 75014, Paris