Charting the Customer Journey in the Digital Age

Addressing technical, operational and regulatory challenges to provide a streamlined journey

Digitization will change the way financial institutions organize themselves to relate to their customers, and it will dramatically change how customers experience financial services. These changes will be especially profound for traditionally underserved customers who are the targets of financial inclusion efforts. How are mainstream financial institutions creating effective digital customer journeys for underserved clients?

This report explores the three primary phases involved in digital transformation and provides examples of how innovative financial institutions are addressing its challenges with creative solutions for emerging customers.

About this Publication

By Pablo Anton-Diaz , Amin Khairy