Bridging human and digital experiences in banking | White paper

01 / 09 / 2021

This white paper from Worldline is highlighting the knock-on effect from more digitally enabled markets on consumers’ expectations and preferred methods of interactions in banking.

Man reading a tablet showing bridging human digital experiences whitepaper

Banking customers are exploring more advanced online features and are comfortable with hybrid interaction models. Thereupon, the variety and possibilities are virtually endless when combining the knowledge and expertise of a trusted advisor with the power of new technologies – such as Conversational or Open Banking.

Rich, high-quality customer conversations are thus powered by more personal service. This is where both digital and human interactions are fueled by technology to ensure each experience is relevant, tailored and adds value.

However, each customer journey is composed of a unique set of digital touchpoints that must be designed to optimise customer convenience and satisfaction at any time. Such a mobile application should be prepared to reduce the number of pain points, thus improving customer experiences.

Finding the right fit may prove difficult for some financial institutions. We want to share some insights to help you better understand the rationales for change and the wealth of opportunity on the horizon.

What’s in:

  • Recent market developments: rationales for change and new interaction models
  • Channels usage and specificities: mapping touchpoints to customer needs
  • Channels integration and combination: filling the experience gap(s) with technology