Are banks' digital efforts delighting clients

Assess how and to what extent customers engage with their banks

In a recent Genpact survey, retail banking customers indicated that they are not as dissatisfied as one may believe

However, their engagement with their banks’ channels (particularly digital) and products is surprisingly low. While billions of dollars have been spent focusing exclusively on delighting customers through better user interfaces, it is likely that engagement rates could benefit substantially from increased investment in an end-to-end operating model that harnesses the middle and back office to better support the front end.

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