Designing for Need

The New Rules of Customer Experience in Banking

von Derek Corcoran

216 Seiten, Hardcover

Kurzbeschreibung des Verlags

Most CX advice assumes your job is to make customers feel something.But in the world of banking, the goal is very different: help customers finish something.Designing for Need introduces a sharp framework for modern financial services: separate WANT-to-do experiences from NEED-to-do ones-and stop borrowing playbooks from entertainment brands to solve task-based problems.With an engineer's eye for friction and a strategist's sense for prioritization, author and financial CX expert Derek Corcoran connects behavior, process, and digital design into a single practical mandate: reduce effort, accelerate completion, and build trust through clarity.Here, you'll learn a language leaders can align on, a way to diagnose where "delight" is backfiring, and principles that translate directly into simpler journeys-without relying on gimmicks, jargon, or performative CX.If you want a CX strategy your organization can actually execute-one that turns complexity into clarity and helps customers get in, get done, and get on with life-start here.

• Themen: Wirtschaftswissenschaft, Finanzen, Betriebswirtschaft und Management Betriebswirtschaft und Management Management und Managementtechniken Management von Geschäftsprozessen
• ISBN: 9798950098055
• Sprache: Englisch
• Erscheinungsdatum: 08.09.2026
• Größe: 216 x 140 mm
• Verlag: Bat House Press