As a first step, simple but vital process changes that impact customers by bringing in more simplicity and convenience, with greater efficiency and efficacy for transactions, can be undertaken. These will serve as a precursor to the positive changes to come and help customers view the bank’ s transformation journey in a positive light. With customers using multiple channels to interact with their banks, it is critical that they are minimally disturbed and are impacted by no loss of existed functionality. In the event that the bank augments the back-end driving the channels, it is important to ensure that the user.
