The Importance of Incremental Improvements to the Customer Experience

Historically, the banking industry viewed innovation as a way to add more to a product or service. The focus was often on technology, competitive offerings and ecosystems and not often enough about the customer.

The world has changed … in an instant. More than ever, consumers want ways to transact and engage in a way that is easy, intuitive and emotional. Simplicity has taken center stage in the innovation process.

We are joined on the Banking Transformed podcast by Jin Kang Moller, previous vice president of customer experience at OCBC Bank in Singapore, and the author of the book, “The Simplicity Playbook for Innovators’. Jin and I discuss why simplicity is important and how to make it happen at any organization.