With the onset of the global pandemic, it became even more critical to provide an engaging and seamless digital experience for customers.
The best customer experiences in digital banking take a cue from a tried-and-true software development formula called FURPS—Functionality, Usability, Reliability, Performance and Supportability.
In this playbook, we explore these five concepts and look at how each concept needs to connect to the real experiences customers have with their financial institutions. Hear from industry experts in banking and CX on:
- What makes a CX leader?
- Understanding the five customer experience requirements in modern banking
- The importance of balancing technology and people