In the evolving landscape of digital banking, leaders must continually refine their customer experience (CX) objectives to meet rising customer expectations while managing operational costs amid economic uncertainty. Banks that implement frictionless CX programs have found a pathway to success by leveraging the right technologies to enhance both customer and employee experiences. Best-in-Class banks strategically deploy these technologies across various business activities, resulting in operational efficiencies and significant revenue growth while maintaining high-quality customer interactions.

This whitepaper examines the critical goals and strategies driving the need for frictionless CX programs, highlights the performance benefits realized by leading banks, and identifies the key ways AI and automation technologies are being used to achieve seamless CX across all channels and departments.