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Banking and Financial Services: Customer Segments and Journeys
COURSE

Banking and Financial Services: Customer Segments and Journeys

INR 59
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📂 Industry Enablement for IT

Description

Deep examination of the diverse customer segments served by BFSI and their distinct digital journeys across financial product lifecycles.

Learning Objectives

Empower learners to map customer personas, decision journeys, design customer-centric solutions, and optimize multichannel BFSI interactions for segment-specific value.

Topics (8)

1
Customer Segmentation in BFSI

Segmentation by demographics, value, behavior, needs and digital adoption; implications for product strategy, marketing, and technology design.

2
Customer Persona Development for Financial Services

Data sources, qualitative and quantitative methodologies, persona archetype templates, and persona-based solutioning.

3
Mapping Digital Customer Journey in BFSI

Journey mapping frameworks, omnichannel experiences, persona-journey alignment, pain point and "wow" moment identification.

4
Digital Onboarding and Self-Service Models

E-KYC, instant account setup, digital document upload, chatbot support, personalized offers, customer education, and feedback capture.

5
Customer Support and Service Journeys

Integrated contact centers, omnichannel support, escalation handling, chatbot/AI support, service-level metrics, and customer satisfaction analytics.

6
Customer Journey Analytics and Measurement

CX metrics, journey analytics tools, real-time dashboards, churn prediction, NPS/CSAT monitoring, personalization effectiveness.

7
Lifecycle Engagement and Customer Retention in Financial Services

Lifecycle marketing, retention analytics, offer targeting, cross/up-sell, benefit education, churn triggers, win-back programs.

8
Personalization and Customer Data Platforms (CDP)

CDP architecture, data sources/integration, segmentation engines, AI-powered offers, privacy limits, opt-out workflows.