Introduction to Banking Customer Experience Management Banking is no longer the same, not only in terms of services, but also in the way customers deal with the financial institution. Nowadays, much of the banking is done via apps, websites, and digital touchpoints. The latter change has placed customer experience (CX) at the center of the banks. Banking Customer Experience Management is the process of designing, monitoring, and enhancing all the interactions a customer makes with the services offered by the bank. This involves onboarding and transactions for support and issue resolution.
