Banking and Financial Services: Digital Customer Experience and Omnichannel Engagement
Description
Deep dive into digital CX strategies, user journeys, omnichannel design, experience analytics and personalization for BFSI organizations.
Learning Objectives
Enable IT professionals to analyze, design, and optimize digital customer journeys and multichannel engagement in BFSI with a focus on data, design, and behavioral insights.
Topics (7)
User research, persona creation, current/future state journey visualization, empathy mapping, experience gap analysis, solution ideation.
In-app tutorials, onboarding flows, FAQ management, adoption analytics, customer education content.
Channel integration, O2O (online-to-offline) touchpoints, CX platforms, distribution, data handoff and personalization.
Conversion tracking, NPS/CSAT, behavioral analytics, drop-off points, experience heatmaps, app/web analytics tools.
Segmentation, real-time offers, AI-powered chatbots, predictive next-best-action, personalization use-cases.
Feedback tools, survey design, design sprints, iterative rollouts, rapid experimentation.
WCAG compliance, inclusive design, usability testing, legal requirements, multi-lingual/multi-modal engagement.