Avoka has unveiled CX Design for Banking, a program created to optimize digital customer acquisition and onboarding. The new initiative comes with the opportunity to take customer experience workshops with Avoka CX Design team members.
“As our recent State of Digital Sales in Banking Report reflects, banks have come a long way in making their products digitally available, but the overall customer experience continues to lag,” Avoka’s chief experience officer Derek Corcoran said. “Banks are not only frustrating their customers, they’re also missing out on millions of dollars in potential sales due to what may seem like small points of friction along the sales funnel. Here we are bringing our knowledge to help banks deliver a great experience.”
CX Design for Banking includes experience optimization services that analyze client application functionality. In combination with Avoka’s Transact Insights analytics, targeted design applications are developed.
CX designer Adam Miller, a veteran of Oracle and Citrix, will lead a worldwide practice in support of the new product. Every Avoka office will have staff in place to assist customers with CX Design for Banking.
“More often than not, banks orient their application experience around their own internal processes, instead of on what matters most to their customers, often with unintended consequences,” Mr. Miller said. “Banks must switch their mind-sets and adopt customer-centric thinking when it comes to building their digital onboarding and sales processes or risk watching customer loyalty move to the competition.”