How can banks win by owning customer journeys?

Summary

This report explores how banks can succeed by owning customer journeys in the experience economy. It examines the evolving expectations of banking customers and the strategies traditional banks, neobanks, and embedded finance providers are using to deliver seamless, integrated experiences. The report addresses key questions such as: What does it mean for a bank to own the customer journey? How are digital transformation and embedded finance reshaping the competitive landscape? What are the critical touchpoints and pain points in modern banking journeys? Readers will also learn about the role of technology, data, and partnerships in creating frictionless experiences that drive loyalty and growth. The report is structured as an interactive quiz, with eight multiple-choice questions designed to test and expand your understanding of customer journey ownership in banking. Each question is accompanied by supplementary information, providing valuable context and insights regardless of your answer. This format helps readers identify gaps in their knowledge and understand the practical implications of customer-centric strategies in banking. Whether you are a banking executive, product manager, or fintech strategist, this report offers a concise, actionable overview of the trends and tactics shaping the bank of tomorrow.