Bank Digitalization and the Customer Experience

Original price was: € 199,00.Current price is: € 0,00.


Banks make continuous efforts to increase revenues, improve customer service and develop the digital environment. The question is how effective these steps are. Is the target market reached and how is the customer experience? Banks have a broad range of challenges ahead.

  • The IT organization that needs to present the current state of affairs, its plan and strategic vision.
  • The consultant that needs to create an internal transformation plan with his manager.
  • The university that needs toplan to better meet student needs.
  • The project manager that needs to convince his stakeholders.
  • The public authority that needs to understand its customers better.
what is the bank's business model

how does it work and why?

Swot analysis
where are we now

Digital value chain
how digital fits in with the rest of the bank's activities

Digital bank
who are our customers and how will they use us?

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. Does your bank have a clear digital strategy?
  1. Not
  2. Some core services are accessible digitally
  3. The core services AND non-core services are accessible digitally

Q. How many of the following core banking functionalities do you use?
  1. Barely use any
  2. Use most functionalities in the app
  3. Use most functionalities also on the website and/or via email/SMS
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
oliverwymanRethinking_Managing Op Risk.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.


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