New regulations, evolving customer expectations, and increased competition are transforming the way banks engage with customers. As the banking industry undergoes rapid change, the ability of a company to reliably deliver an excellent mobile or online experience for their customers becomes a key differentiator.
The technology stack that underpins customer-facing mobile banking applications or APIs is extraordinarily complex, spanning decades of technical investment from mainframes to cutting-edge microservice clusters. IT teams need to innovate and move quickly in this environment as they face increased competition from fast-moving startups. Frustrating customers with outages or slow performance isn’t acceptable.
The foundation to improving and delivering best-in-class online or mobile customer experience is measurement. All too often, however, incomplete metrics are chosen to understand how digital customers interact with a bank, and critical issues that frustrate customers are identified slowly—or not at all.
This guide presents an overview of the three key dimensions that compose a digital customer experience, and what Key Performance Indicators (KPIs) to track to determine how well you are delivering digital experiences for customers.
