August 7, 2023

Initiatives to increase customer experience in big banks

In the era of digitization, customer expectations have risen considerably. The banking sector, especially the big players, has acknowledged the need for a proactive approach to meet these changing demands. Improving customer experience (CX) is no longer just an option but a strategic necessity for banks. In this detailed exploration, we’ll look at the initiatives large banks are deploying to redefine and amplify the customer experience.

1. Why Customer Experience Matters

Before delving into the initiatives, it’s crucial to understand why customer experience is a pivotal focus for big banks. A positive CX ensures:

  • Customer retention
  • Enhanced cross-selling and up-selling opportunities
  • Word-of-mouth referrals
  • Greater customer loyalty
  • Differentiation in a saturated market

2. Digital Transformation

a. Mobile Banking Innovations

Big banks have heavily invested in developing intuitive mobile apps. These apps now offer functionalities beyond basic banking operations:

  • Personal Finance Management (PFM): Tools integrated within apps to help customers manage their finances, set budgets, and track expenses.
  • Instant Notifications: Real-time alerts for transactions, low balances, and other account activities.

b. Advanced ATMs

Newer ATMs are not just about cash withdrawal. They offer:

  • Touchscreen interfaces
  • Cardless access via mobile phones
  • Multifunctional services such as bill payments and ticket bookings

3. Personalization Using AI and Big Data

Banks are utilizing Artificial Intelligence and Big Data to analyze customer data, making banking more tailored than ever.

  • Recommendation Engines: Using AI to suggest relevant products and services.
  • Chatbots and Virtual Assistants: Offering 24/7 assistance for basic queries and issues.
  • Predictive Services: Anticipating customer needs based on their banking behavior.

4. Omnichannel Banking Experience

A seamless experience across all touchpoints – be it in-branch, online, or mobile, is crucial. Banks are ensuring:

  • Consistency in services and information across channels
  • Smooth transitions, allowing customers to pick up where they left off on one channel and continue on another

5. Enhanced In-branch Experiences

The physical bank is getting a makeover. New initiatives include:

  • Interactive Teller Machines (ITMs): Combining human interaction with digital efficiency.
  • Branch Design Revamps: Modern, open-plan designs with tech hubs and consultation pods.

6. Investing in Employee Training

Happy employees often lead to happy customers. Banks are:

  • Conducting training programs focused on soft skills
  • Empowering employees with tools to address customer needs more effectively

7. Transparent and Ethical Banking

Trust is a significant factor in banking. Modern customers are savvy and appreciate:

  • Clear communication about fees, charges, and terms
  • Ethical investment options and operations

8. Rapid Problem Resolution

With the aid of technology, banks are expediting grievance redressal processes. Implementations include:

  • Dedicated helplines
  • Fast-track services for premium customers
  • AI-driven issue sorting and quicker solutions

9. Feedback-Driven Improvements

Proactive banks are continually seeking feedback:

  • Regular customer surveys and feedback loops
  • Online review management and response mechanisms

10. Financial Literacy Initiatives

Empowering customers with knowledge can significantly boost CX. Programs include:

  • Workshops on financial planning
  • Online resources, webinars, and tutorials


The banking landscape is undergoing a significant transformation. While technology remains a driving force behind these changes, the core principle steering this evolution is enhancing customer experience. Big banks have recognized that their vast customer bases are not just numbers; they’re individuals with unique needs and expectations.

By adopting these initiatives, banks are not only staying competitive but also securing trust, loyalty, and long-term relationships with their customers. As we look to the future, it’s evident that banks that prioritize customer experience will lead the way in innovation, growth, and success.

For those in the banking sector or customers curious about the future of their banking experience, staying updated with these shifts will offer insights into the future trajectory of this crucial industry.

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