1 / 9

How Banks Can Fix the Broken Customer Journey in 2025

In 2025, banks risk losing trust and customers due to broken journeys marked by silos, poor handoffs, and lack of transparency. The fix lies in unified omnichannel platforms, proactive communication, and blending AI efficiency with human empathy u2014 turning friction into trust and loyalty.<br>

rahulmehra1
Download Presentation

How Banks Can Fix the Broken Customer Journey in 2025

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. How Banks Can Fix the Broken Customer Journey in 2025 "Customers don't think in channels. They just expect a smooth experience." Yet in 2025, too many banks still struggle to deliver on that expectation.

  2. The Broken Journey Reality Picture this: A customer applies for a loan online, uploads documents, then a week later is asked to resubmit the same paperwork at a branch. They wait days for updates, not knowing if their application is stuck. This broken journey is inefficient, frustrating, and erodes trust. In banking, trust is the foundation of success.

  3. Where Banking Journeys Break Siloed Channels Poor Handoffs Mobile apps, branches, call centers don't "talk" to each other. Customers repeat stories multiple times. Chatbot conversations don't carry over to human agents. Customers start from scratch. Lack of Transparency Inconsistent Experience Customers rarely know what stage their application or request is at. Sleek mobile apps undermined by clunky branch or WhatsApp support.

  4. The High Cost of Broken Journeys Business Impact 32% Customer Loss Lost Trust ³ Customers switch to agile competitors Increased Churn ³ Low NPS drives attrition Would stop doing business after one bad experience (PwC) Wasted Resources ³ Duplicate effort across silos

  5. 3 Critical Fixes With the right technology and strategy, banks can close these gaps in 2025.

  6. Fix #1: Build Unified Omnichannel Platforms 20% Customers expect consistency. If they start on WhatsApp, they shouldn't repeat themselves on calls or in branches. What Banks Should Do: Satisfaction Increase Centralize customer data across touchpoints Using unified platforms (McKinsey) Create single customer view for all teams Integrate AI, CRM, and communication platforms 30% Cost Reduction Through platform integration

  7. Fix #2: Communicate Proactively Silence is the biggest trust-breaker in banking. In line with modern Banking Trends, customers shouldn't chase updates 4 banks should proactively deliver them. Real-time Updates 1 Loan approvals, fraud investigations, service delays Preferred Channels 2 WhatsApp, SMS, email, push notifications Transparent Timelines 3 "Your claim is being reviewed 4 update in 48 hours"

  8. Fix #3: Blend AI Efficiency with Human Empathy AI enables instant, scalable service. But trust requires empathy, and only humans deliver that. The Winning Formula: AI handles FAQs and simple transactions Smooth handoffs to humans with full context Agents focus on empathy and problem-solving By 2026, 75% of interactions will be AI-managed, but high-value customers still demand human reassurance (Gartner)

  9. The 2025 Banking Winner By 2025, winners won't be defined by most branches or lowest fees. They'll be defined by who makes the customer journey easiest, fastest, and most transparent. Lower Churn Stronger Loyalty Seamless experiences retain customers Trust builds lasting relationships Increased Value Better journeys drive lifetime value The customer journey is broken today 4 but with unified platforms, proactive communication, and AI-human collaboration, banks can transform friction into trust.

More Related