Solutions Lab

Customer Expectations


Customer Expectations

The Challenge

The increasing demand for digital banking services prompted traditional banks like Bank of America and Wells Fargo to invest heavily in technology and user experience improvements. For example, the introduction of mobile banking apps, digital wallets, and AI-powered chatbots has driven new levels of customer engagement and satisfaction.

Changing consumer preferences and expectations – fuelled by digitization and the demand for seamless, personalized experiences – are putting pressure on financial institutions to deliver innovative products and services while maintaining high levels of customer satisfaction.

The Solution

By aligning customer experiences with the organization’s internal ability to deliver value, Capsifi offers deep visibility into how customers want and need to engage, as well as what adjustments the organization’s operating model needs to make in response. When competing forces emerge and customer expectations change, Capsifi provides traceability to pinpoint the impact of that change and its ripple effects throughout the organization.

By providing non-technical and consumable visualizations, Capsifi facilitates cross-functional customer-centricity that makes it easier for organizations to pivot quickly.

Here’s some practical ways the Capsifi platform can address and resolve these industry-wide challenges:

  • Service blueprints help you deeply understand how the operating model needs to evolve to address consumer needs and desires
  • Utilize the Value Proposition Whiteboard to explore products and services that would provide additional value to your customers.
Key features used
Customer Journey Maps
Service Blueprint
Value Proposition Canvas
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Starting your Own Journey

Three ways for you to get started with Capsifi

Gartner disclaimer:

Gartner, Magic Quadrant for Enterprise Architecture Tools, Akshay Jhawar, Gilbert van der Heiden, Andrew Gianni, Andreas Frangou, 12 December 2022.
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