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عمومی::
نقطهتماس، نقطهی تماس، نقطهی تماس
marketers are facing challenges and developing strategies to provide everlasting experiences to consumers at each touchpoint.،Digital banking teams are keen to digitize the customer life cycle from end-to-end. they want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints.
Digital Banking Strategies Are Too Inside-out Digital teams struggle to formulate disciplined and customer-focused digital banking strategies because they obsess about digital capabilities rather than the customer journey across touchpoints.
› Directed by lines of business fixated on specific products. in many banks, digital banking teams are responsible for managing digital touchpoints, but ideas for content and functionality often come from lines of business like mortgages or credit cards.
› Disconnected from customer and employee needs and expectations. the goal of many digital teams is a customer experience that is digital from end-to-end - enabling customers to research and apply for savings account and loans, and then manage their accounts through digital touchpoints.
for digitization at royal Bank of scotland, argues that banks need to focus on smaller threads, which he refers to as "micro journeys."6 Working on individual journeys - narratives associated with a specific customer - will help digital teams design touchpoints or functionality for specific elements of the experience (see Figure 1).7،Digital banking teams are keen to digitize the customer life cycle from end-to-end. they want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints.
Digital Banking Strategies Are Too Inside-out Digital teams struggle to formulate disciplined and customer-focused digital banking strategies because they obsess about digital capabilities rather than the customer journey across touchpoints.
› Directed by lines of business fixated on specific products. in many banks, digital banking teams are responsible for managing digital touchpoints, but ideas for content and functionality often come from lines of business like mortgages or credit cards.
› Disconnected from customer and employee needs and expectations. the goal of many digital teams is a customer experience that is digital from end-to-end - enabling customers to research and apply for savings account and loans, and then manage their accounts through digital touchpoints.
for digitization at royal Bank of scotland, argues that banks need to focus on smaller threads, which he refers to as "micro journeys."6 Working on individual journeys - narratives associated with a specific customer - will help digital teams design touchpoints or functionality for specific elements of the experience (see Figure 1).7
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