Customer Experience

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How can banking ops help increase productivity

How can banking ops help increase productivity

So far, in this series of blogs on the evolution of banking operations for the digital era, we’ve looked firstly ...


Banking on brand purpose: Three ways to unlock ROI

Great brands aim to make an impact on the world. They use purpose to drive action. And according to a recent Accenture ...


Three ways for banks to re-imagine service—and grow sales

Many organizations still view customer service as a cost of doing business. As a result, they focus mostly on improving ...


How to get it right: Open Banking payment errors

The shift to digital services has accelerated since 2020, improving the potential of Open Banking payments to become a ...

Do your banking customers follow your happy path?

Do your banking customers follow your happy path?

When your bank’s customers are using the products and services you offer them, do they always navigate along the ...


How microservices could be your fast path to growth

If you’re like me, you’re always looking for the most expedient way to get things done right. However, to my mind, ...


How bank CFOs and CMOs can partner to drive growth

A version of this piece also appears on Think with Google.  How strong is the connection between the CFO and CMO in ...

Boost digital journey

Want to boost your digital journey? Then bet smart

The last two years have changed how banks are approaching their digital journeys. That’s why I wanted to write about ...

Travel industry silhouette

5 ways payments can support the travel industry

Few industries have faced more disruption over the past two years than travel. Ever-changing pandemic travel ...

Building customer connections with care hubs & experience centers

Building customer connections with care hubs & experience centers

One of the things I hear most from our banking clients today is that, as they increasingly adopt digital technologies, ...

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Accenture Banking Experience Reimagined

The banking experience reimagined

Accenture identifies four opportunity areas for reinventing the banking customer experience and reinforcing trust in banking relationships.

Customer Experience Authors

Alan McIntyre

Senior Managing Director – Banking

Paula O'Reilly

Senior Managing Director – Senior Client Group Lead, Midwest

Amit Mallick

Managing Director – Global Open Banking & API Lead

Cameron Krueger

Managing Director – Specialty Finance

Laura O'Sullivan

Managing Director – Banking, UK & Ireland

Chad Duncan

Managing Director – Cloud Enablement Lead, Financial Services Technology Advisory, North America

Adrien Kirschfink

Managing Director – Financial Services, Customer Insight & Growth

Celeste James

Managing Director – Financial Services, Banking

Naim Alame

Payments Lead – Financial Services, Middle East

Fabrice Asvazadourian

Managing Director – Strategy & Consulting, Banking Lead, Europe

Rishi Chawla

Managing Director – Strategy & Consulting, Banking

Chris Scislowicz

Managing Director – Credit Lead, North America

Dilnisin Bayel

Managing Director – Credit Lead, Europe

Jess Murray

Managing Director – Song, Banking & Capital Markets Lead, North America