CUSTOMER EXPERIENCE

Accenture

Customer Experience

Latest Customer Experience blogs

Boost digital journey
307 Views

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
529 Views

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
454 Views

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, ...

1191 Views

Transforming banking to adapt to the new world

Ten years ago, the word “bank” evoked imagery of long lineups, heavy paperwork and months-long processing time. ...

Empathetic banking at the zero moment of truth
478 Views

Empathetic banking at the zero moment of truth

As I touched on in previous posts, banks operating in today’s financial ecosystem are being forced to reconcile ...

997 Views

How banks can win the next generation of retail investors

The market turmoil of 2020-2021, along with an unprecedented surge that has renewed a focus on retail ...

7516 Views

Rise of the “super-app”: Opportunity or threat?

Back in 2009, Apple coined the catchy phrase, “there’s an app for that.” Since then, apps (single-use apps, that is) ...

Choose your own adventure: A digital lending story
816 Views

Choose your own adventure: A digital lending story

As a child of the ’80s, I loved the “choose your own adventure” books. The idea that, as a child, I could control the ...

How can banks support small business recovery? 
801 Views

How can banks support small business recovery? 

The small-and medium-sized enterprises (SMEs) landscape has been significantly altered over the last two years. Many ...

746 Views

Banking with personality: Advice for CMOs from Thrivers

Everything has changed with the pandemic. Now is the moment for bank marketers to evolve, meeting new expectations and ...

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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

Managing Director – Senior Client Group Lead, Midwest

Amit Mallick

Managing Director – Global Open Banking & API Lead

Peter Kirk

Global Customer Insight & Growth Lead – Financial Services

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

Jess Murray

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