Seamless CX: A Practical Guide to Redesigning Customer Onboarding

Seamless, modern and secure customer onboarding is a critical experience for banks to get right. This has recently become an even greater area of focus, following the introduction of stricter regulations, innovative technologies, Fintech challengers and closure of physical bank branches.

EY has investigated the onboarding experiences of four incumbents and four challengers. They have also taken these lessons on board, and re-imagined and redesigned the onboarding experience.