6 Ways Digital Is Transforming the Customer Journey In Banking

The Covid-19 pandemic has been challenging and, at the same time, a transformative experience for banks and credit unions. While banking providers have invested in digital capabilities, the pandemic pushed them to rethink, redesign and re-engineer their business operations, services and products. To ensure business continuity, financial institutions transitioned to remote working models of sales, digital outreach and customer support. Apart from drastic operations changes, the pandemic also brought along a fundamental change in consumer behavior. Through social distancing and work from home, the average consumer's life was confined to home.