Why Digital CX Platforms Matter Now More Than Ever

It’s estimated that digital communication relating to customer experience has been sped up by roughly six years into the future, as a result of the pandemic. With the exponential emergence of data science, AI, and automation, a new class of more nuanced digital tools and CX disruptors has changed and redefined the way consumers receive service and interact with brands. The ability for customer centric brands to deliver competitive and personalized experiences largely depends on their operational efficiency and processes. This is where the concept of a Digital Experience Platform comes into play, particularly in retail banking. 

One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promise. As customer experience becomes the major differentiator, uncovering improvement areas to create more value is an essential step in their strategy.

This topic will take center stage at the upcoming Rethink Experiences for Retail Banking, a free online event hosted by OpenText. Across four engaging sessions, the insightful speakers will reveal what it takes to win customers through personalized, seamless, digital experiences. The event takes place on June 24 and will be available for on-demand viewing.

One of the experts enabling the event is Michael Monette, Director of Value Engineering at OpenText. He and his Value Engineering team work with organizations to uncover opportunities and guide customers with their Experience improvement efforts.  He has a wealth of insights on the topic, and we're thrilled to welcome him onto this CCW Digital Podcast, where we’ll cover: 

-The benefits of having a platform approach for a retail banking.

-Why a retail bank would be interested in the components that go into the digital experience platform (or DXP)

-How organizations can seek out certain parts of the communications enablement, such as output communications if they so chose

-The tangible business benefits and results of digital experience platforms

Listen to the full podcast here.