Discover the Customer 360 Guide
Learning Objectives
After completing this unit, you’ll be able to:
- Describe what’s included in the Customer 360 Guide for Retail Banking.
- List the benefits of a connected experience.
What Is the Customer 360 Guide for Retail Banking?
The Customer 360 Guide for Retail Banking is a collection of resources that helps you create a connected experience for your customers. The guide includes blueprints, best practices, and solutions to help you build a vision for your banking business. It helps your business respond to industry demands, and it enables you to be agile through market changes.
Here’s what the Customer 360 Guide for Retail Banking includes.
- Trailblazer stories: Learn about other customers’ approaches and success stories during their digital transformations.
- Thought leadership: Get tips, trends, and insights on transforming customer experiences, including strategies for customer data management.
- Change management: Discover best practices to help you implement process changes and make the people and teams in your organization succeed.
- Industry blueprint: Get key product and industry-specific information that helps you build solutions and uncover opportunities for connecting with your customers.
- Architecture diagrams: Explore visual representations of solutions and concepts within a system or solution design.
- Business scenarios: Read descriptions of common industry-specific scenarios and the related technology and processes.
- Solution kits: Use implementation guides containing reference materials aligned to common use cases.
- MuleSoft accelerators: Discover prebuilt integration solutions that connect common back-end systems directly to Salesforce.
Learn to Use the Customer 360 Guide for Retail Banking
Often, each department within a company uses different tools to serve the same customer. This silos information and engagement, which results in disconnected customer experiences. To deliver a connected experience, you need a complete 360-degree view to seamlessly onboard your customers and create an amazing end-to-end service experience.
The Customer 360 Guide for Retail Banking serves as your map to discover how retail banks can leverage the Customer 360 Platform to meet the self-service and digital collaboration needs of their employees, partner ecosystem, and customers. This guide provides key business scenarios and solutions that help retail banks’ digital transformations—onboarding customers with a 360-profile, streamlining and simplifying compliance, shifting support channels to digital, and creating a world-class end-to-end support experience.
Take a look at these examples of experiences that the guide can help you navigate.
Customer onboarding: A customer’s first experience with a bank needs to be seamless. Build out a robust onboarding process around the 360 truth profile to deliver on customer expectations.
Streamline the compliance process: The last thing new customers want to do is wait! Streamline your compliance process to quickly register them for a new account at the bank and eliminate wait times.
Next-level self service: Establish a self-service support channel to handle basic and common functions to quickly remedy issues in an automated way and free up support representatives for more complicated issues.
Transform contact center agents into customer heroes: Help call center employees to effectively support customers with a 360 truth profile as well as alert them to other services or offers they might be interested in.
These are the types of seamless experiences customers expect, and what you can create by transforming your connected experience.
Explore What’s Possible with Connected Experiences
With the advent of the Fourth Industrial Revolution, retail banking is once again going through a period of tremendous change—and the industry has an opportunity to transform. Using the Customer 360 Guide for Retail Banking, navigate how to prioritize business outcomes, develop a strategy aligned to your vision, and take your organization to the next level. Learn how Retail Banks can drive value-added services and connected customer journeys in their shift to digital. And see how other customers have started their transformation to discover the art of the possible.
