Customer Experience 4.0 Master Series: Transforming The Future of Retail Banking

Banking is going through significant transformational changes due to a wide range of factors. How banks navigate these changes and transform their organization is pivotal to remaining relevant and driving growth. Customer Experience 4.0 Master Series is designed to help traditional transaction-focused banks effectively harnesses the power of transformation to build an ideal customer experience for their retail network.

The series was created by Shikatani Lacroix Design (SLD), a brand design firm that delivers transformational change for their clients. The e-learning program features nine video courses along with workbooks and practical exercises for each lesson.

COURSE CURRICULUM

1. Introduction to Banking 4.0

• The three significant forces impacting banking
• An explainer on Customer Experience 4.0
• How Fintech and new digital channels are changing customer experience
• Essential Customer Experience 4.0 factors
• Eight Steps to build a bank of the future
• Overview of the eight proceeding sessions

2. Defining the Steps to Transformation

• A detailed outline of the customer experience transformation process
• How to compete with Fintechs and other digital services
• Challenges and pitfalls to avoid
• The importance of internal alignment and collaboration

3. Responding to the Future Trends

• Exploring the Strategic Foresight STEEP process and how it helps identify potential future scenarios
• Exploring trends driving the ultimate customer experience
• How to benchmark and derive insights as a bank leader
• SWOT analysis and effectively mapping the current vulnerability of the organization in remaining relevant
• Explanation of the Trust Ladder

4. Leveraging the Brand for Stronger Differentiation

• The importance of a brand as part of the customer experience
• Examples of good and bad examples of banks leveraging their brand
• Different brand strategies to improve the customer experience
• The role of a strong identity and coherent strategy

5. Creating a Differentiated Position and Experience

• The different dimensions of a brand position
• The questions and steps to undertake in developing a differentiated position
• Linking the position to the customer experience

6. How to Bring Your Ideal Customer Experience To Life

• Staff participation and engagement
• Introduction of agile and nimble processes and their importance
• Visioning approaches
• The different stages of the creative and execution process
• Identifying the potential issues during the implementation process

7. A Deeper Dive on the Branch-Design Process

• The right branch layout
• Where to locate digital and marketing material
• The role and design of the various zones

8. How Future Eco-Banking Systems Will Impact the Customer Experience 4.0

• Different emerging banking ecosystem models
• The role of Fintech and third party companies as partners
• How these different business models will impact the customer experience

9. How to Leverage the Right Metrics to Ensure Success

• Different types of research methodology and tools
• The pros and cons of each
• How to link metrics and insights to improve the customer experience
• How the measurements should be integrated as part of the organization