Virtusa: Future of Customer Experience in Digital Banking

Digital banks are no longer in the ‘money’ business but rather, in the ‘value’ business. This value is not just providing a functional benefit but also a holistic experience, (i.e. ‘what, when and how’ of the benefit), that customer values in the experience-based economy. Unlike in the past, when more than two products from one bank made a customer loyal, customer behavior is fleeting and their expectations for digital banking is increasing every day, because technology is giving them numerous choices and control. Tech savvy banking customers are not only comparing their digital experience with that of other banks, but also with their digital experiences in the non-banking world, like retail or telecom. This digital experience is vital, as it determines whether they should stay or move to different banks for better service. Read more