In the changed environment wrought by the COVID-19 pandemic, some consumers who had never previously used a financial institution’s digital channel have been forced to become digital adapters. With customers migrating from in-person to digital channels, financial institutions are well advised to better tailor their digital channels’ CX to customers’ attributes.

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About the Author

• 

  Tatsuo Tanaka

  Senior Consultant

  Financial DX Business Design Department

• 

  Masataka Higashiyama

  Group Manager

  Financial IT Retail Business Planning Department