Digital is fundamentally changing the competitive landscape in financial services, creating a need to re-imagine and digitise end-to-end the customer journeys and internal process to be simpler, faster and address paint points needs of customers. Digitisation of the complete customer journey goes well beyond building an app or automating isolated back-end processes. In this video BCG presents Customer Journey re-imagination in financial services and the 4 principals required to embark on this initiative.
