26.08.2024

Customer Journey 2.0: Scouting for the Open Banking Olympics

On 26 June 2024, the Swiss Financial Innovation Desk (FIND) held a workshop with 30 experts to discuss the ideal customer journey in a modern Swiss financial ecosystem. How can technology improve the customer experience, meet their financial needs, and make the consumer’s life better? What are the building blocks for a Customer Journey 2.0 and how can we achieve it? Over the next few months, FIND will share its gained market insights, analyze them in more depth and follow up on the actionable recommendations jointly identified by the workshop participants.

We start with Open Banking

As we still revel in the inspiring and sporty fair-play spirit of the Olympic Games, we – with a humorous wink – created our very own «Open Banking Olympic Games». We virtually scouted five different countries to find out if and how Open Banking impacts the local client journey and which jurisdictional athletes would make a good fit for our Open Banking Olympic team. We started in the UK, the cradle and origin of Open Banking and from where the Olympic Open Banking flame got carried into the world. We then went on an around-the-world trip and scouted Australia, Brazil, Canada and the US before returning home to Switzerland. Why the Olympia comparison? Because Open Banking, just as the Olympic Games, is a powerful and uniting vision, a vision that for it to succeed needs passionate and disciplined implementation, an excellent cross-industry team and a coaching sparring-partner who keeps track of everything and can adjust the training methods where needed.

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Scouting for the Open Banking Olympics
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