As consumer expectations towards digital user experience are increasing, more and more banks are striving to provide great customer experience on their digital banking channels – online, mobile, and tablet banking. According to the EFMA – Capgemini World Retail Banking Report 2014, customers with positive experiences are more than three times more likely to stay with their bank than those with negative experiences. Some banks have created tailored apps for some of their customer segments, e.g. dedicated mobile apps for the private banking segment or the youth segment.
