The numbers are striking: 38% of users consider Customer Experience (CX) to be the most important criterion when choosing their bank. Moreover, poor onboarding, engagement and customer service can make up for over 50% of the reasons why customers leave in the first 90 days.

Users now want their bank at their fingertips—and this is even more true for tech-savvy, younger generations like GenZers. On top of that, the pandemic has accelerated banks’ need to go digital.

But digitalization must be done in a smart way. Especially the onboarding experience, which is the customer’s very first interaction with the bank. When does onboarding begin? Where does it end? How should it be done to attract, delight, and retain customers? And how can banks keep up with any challenges?