Customer Journey
The COVID-19 pandemic has significantly reshaped how people live, work, and interact with service providers. As we move from reactive measures to a more permanent shift in lifestyle, banks must adapt by delivering their products and services through digital channels. This transition is not just a response to the pandemic but a fundamental change in the customer journey, requiring a seamless and efficient digital experience.
In response to this evolving landscape, KPMG has conducted a comprehensive Digital Channels Scorecard for retail banks in Nigeria. This scorecard offers critical insights into user experience and the capability of digital channels to facilitate end-to-end service delivery without the need for physical branch visits. The assessment highlights how effectively banks are managing the digital customer journey and identifies areas for enhancement.
The Webinar
We are excited to announce a webinar titled Leveraging Superior UX on Digital Channels to Drive Retail Banking Growth in Nigeria. This event will explore insights from retail banks that are pioneering digital innovation and will unveil the inaugural Digital Channels Scorecard publication. The webinar aims to shed light on best practices, emerging trends, and opportunities for improving the digital customer journey within the Nigerian retail banking sector.
Thematic Areas
The webinar will cover a range of thematic areas through insight demos, panel discussions, and presentations, including:
Why Digital Channels Matter: Examining their growing importance and impact on the customer journey.
Leaders vs. Challengers – The Differentiating Factors: Analyzing what sets leading banks apart from their competitors.
The Next Frontiers for Digital Channels: Identifying new opportunities and innovations on the horizon.
What “Good” Looks Like Across 5 Key Customer Journeys:
● Digital Onboarding: Streamlining the initial customer interaction.
● Lending: Enhancing the borrowing process.
● Self Service: Improving user autonomy and satisfaction.
● Payment & Transfers: Optimizing transaction experiences.
● Customer Care: Elevating support and service quality.
Connected Enterprise: Exploring how banks can integrate backend capabilities—People, Process, Analytics, Technology—to better support the customer journey and deliver exceptional digital experiences.
Join us for an engaging discussion on how superior UX on digital channels can drive retail banking growth and transform the customer journey in Nigeria.
Registration
Please visit the KPMG Digital Channels Scorecard 2020 portal https://bit.ly/KPMGDigitalChannelsScorecard2020 for registration.
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