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

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

Numerous practical examples illustrating the different studied concepts

Practical cases to draw parallels with the concepts learned

Digital banking and product managers

UX designers and customer experience professionals

IT professionals in banking

Bank executives focused on customer engagement

Basic understanding of digital banking platforms and customer experience

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

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