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.
About the Author
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Tatsuo Tanaka
Senior Consultant
Financial DX Business Design Department
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Masataka Higashiyama
Group Manager
Financial IT Retail Business Planning Department