Article

Banks are digitising the visible customer journey – and missing the crucial moments

NEWS 02/2026

The customer journey in banks is often not seamless. And even an otherwise smooth customer journey that fails at a crucial moment is remembered as a bad experience. The reason: there is a structural gap between what CRM and CX systems could achieve and the foundation actually available to them.
Robert BecseiRobert Becsei
is an experienced software developer and department manager in the customer experience and CRM fields. His focus is on the operation and further development of existing solutions. In this role, he supports customers throughout the entire lifecycle of their CX solutions—from both a technical and business perspective.
28/07/26
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9 minutes reading time
Customer Experience
Banks are digitising the visible customer journey – and missing the crucial moments

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