Digital Banking as a strategic anchor for holistic customer experience 

The world of Digital Banking has developed rapidly in recent decades, from the first internet platforms to highly personalized Mobile Banking apps.  

Today, banks are on the threshold of the third stage of evolution: the holistic advisory experience. An intelligent, networked system that combines personalization, omnichannel experiences, and financial advice. Instead of focusing solely on transactions and information queries, the emphasis is on fostering customer loyalty, providing data-driven advice, and ensuring seamless interactions, all while preserving human expertise. 

Digital offerings are becoming a central component of strong, trusting customer relationships. They are the strategic anchor for a holistic customer experience. 

For many people over a long time, Mobile Banking apps and/or Web Banking have been the primary point of contact with their bank. This makes the quality of the digital experience a decisive competitive factor.

• Omnichannel banking as a differentiator – customers switch flexibly between digital and personal advice.
• Personalized interaction instead of standardized communication – through intelligent use of data and AI.
• Holistic advice – supported by integrated platforms that combine all financial topics in a consistent experience.

Today, financial institutions require digital solutions that meet the diverse needs and expectations of their customers. While Gen Z considers their smartphone to be their primary means of accessing banking services and conducts virtually all of their banking transactions through this channel, older generations are increasingly turning to online banking or a hybrid approach, and older people still rely on advice, often in person.

Banks must meet these needs across all channels. It is therefore critical that today's offerings, comprising Web Banking, Mobile Banking, Mobile Wallets, and financial advisory solutions, are seamlessly integrated and managed by the same modular Digital Banking platform in the background. This enables banks to implement new digital services more quickly and reliably than ever before.

A modular software solution enables banks to adapt digital offerings more flexibly to the needs of their customers. A powerful base product covers the core requirements of everyday banking. Optional add-on modules offer additional functions. These modules can be flexibly combined – even with third-party solutions. The result is a banking experience that is not only scalable but also customizable. Banks can use it to respond specifically to different customer needs and continuously develop their digital offerings.

Modular architecture also offers many advantages in terms of internal processes. Banks select only what they truly need, integrate it seamlessly into their existing systems and solutions, and scale it as required. They don't have to wait for long implementation cycles but can proceed at their own pace without being dependent on others. Additionally, there is no commitment to a specific provider; banks retain control and are free to develop their own solutions further.

Advisory services, which intelligent digital assistants increasingly support, also offer a decisive opportunity for differentiation. Digital Banking thus becomes an extension of advisory. It doesn't matter whether customers are online on the customer portal, in a face-to-face consultation, or in a remote consultation. With an integrated advisory platform that spans all touchpoints, banks transform financial topics into a consistent experience, seamlessly combining human expertise with digital convenience, thereby making both their customers and advisors happy.

Once data has been entered into the central customer profile, it is immediately available. On the one hand, this enables customers to obtain preliminary information online or perform initial self-service actions independently. On the other hand, leads are generated directly from customers' digital behavior.

Last but not least, such a platform makes it easier for advisors to see their customers' entire household finances, workflows are optimized, and there is more time for high-quality, individual advice instead of routine questions. Providing continuous support to customers based on life events and changes in their financial situation fosters trust and strengthens the customer relationship.

Are you ready to take your Digital Banking to the next level? Get in touch with our experts.