Enhancing customer experience in financial services

Banking customers expect exceptional, seamless omnichannel experiences and innovative products at value. To create a lasting advantage and retain trust, retail banks need to gain insight into customer’s current and future needs and how to meet them.

Implementing today’s newest technologies helps traditional banks shift to digital channels. Offering mobile banking and self-service options has become imperative during the COVID-19 pandemic. This not only helps financial institutions provide personalized new products and services, it enables them to empower employees to deliver valued advice and pro-actively identify suspicious activity. By taking advantage of IBM’s knowledge and expertise, banks can become more customer-centric through digital transformation and offer a well-rounded customer journey across multiple touchpoints.

Banking customer experience case studies


Modernizing the call center experience through omnichannel operations with IBM Watson®.

State Bank of India

State Bank of India built an intelligent platform to put customers first.

Royal Bank of Scotland (now NatWest Group)

Digital transformation makes home buying easier with digital mortgage support.

Banking customer experience solutions

Harness data to design customer-centric experiences

Improving the customer experience in banking requires becoming truly customer-centric. Banks are leavening their data across multiple sources to deliver a truly authentic digital banking customer experience.

Great customer experiences foster loyalty and retention

Customer feedback provides insight into current and future needs. Earn trust by offering new banking services to attract and retain new customers while increasing satisfaction across the entire customer journey.

Automate your business processes to improve client experiences

Digital transformation and automation help banks break out of silos to be nimble and more consistent in customer support, offering self-service options and ensuring client confidence and higher customer satisfaction.


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