Potential CX Services from Banking Perspective

Abstract

The author works together with the strategy and design agency Pibiri & Reich. They would like to find out where they can support banks in their customer experience endeavours. Therefore, the following research questions have been defined.

Why do banks seek assistance from external customer experience experts? Where could an agency such as Pibiri & Reich assist banks in their customer experience project? What are the requirements future services should encompass?

The research questions should uncover where banks encounter difficulties in designing and improving the customer experience.