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10 Reasons why Banks struggle to
deliver excellent Customer
experience
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1. Extreme product centricity
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2. Competing products with separate sales teams
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3. Channels and branches under
separate heads makes integration difficult
4. Lack of differentiation in products
pushes employees to confuse customers
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5. Lack of transparency as a culture
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6. Employee attrition
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7. Disintegrated technologies and systems
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8. Disengaged customers
Marketing Retail CorporateCustomer experience
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9. Customer experience as a separate department, with limited powers
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10. Central bank regulations make it difficult to experiment
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