Like many other sectors, the world of banking is facing persistent pressure to innovate within a society undergoing rapid technological, environmental and social change. Due to these changes, the way we engage with banks and access money isn't the same as it was five years ago. Short: the customer experience in banking has changed – and it's highly likely it won't be the same five years from now into the future. In this session we discuss: - Customer journey mapping in the context of banking - Customer experience questions to solve in banking - How to create a journey map for banking? - Typical challenges of introducing journey mapping to banking Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-in-banking