Creating Winners and Losers in Banking:How Evolving Customer Journeys, and Automating Experiences Will Differentiate Banks in The Next Decade


Digital banking leaders aim to differentiate by exceeding customers’ needs and expectations. Executives measure by what objectives a customer can achieve — and how conveniently they can accomplish these objectives — through the bank’s apps, websites, and other digital touchpoints. Over the next 10 years, customers’ banking journeys will evolve as front-end experiences become ever more automated and customers come to trust algorithms to make financial decisions and take action on these decisions (even if they don’t know what an algorithm is exactly). In this webinar, guest speaker Peter Wannemacher from Forrester will outline how customer journeys in banking will shift, and discuss the rise of autonomous finance – and how executives can harness these forces to differentiate their bank brands.

  • Date: Wednesday, October 23, 2019
  • Time: 11:00 EST / 17:00 CET


Peter Wannemacher
Principal Analyst Serving eBusiness and Channel Strategy Professionals

David Sosna
Co-Founder & CEO



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