Transforming paper-driven experiences in the physical and digital world at Wells Fargo

US multinational financial services company Wells Fargo has remained relevant and retained customers throughout its digital transformation

Digital transformation is an opportunity for many brands, especially in the financial services sector, to move away from paper-driven processes. Srikant Iyer, SVP – product strategy and transformation at US financial institution Wells Fargo, said that optimizing omnichannel customer experiences in the physical and digital spaces gave the brand the chance to “rethink and reimagine” the mortgage experience for customers.

The key example Iyer gave in his fireside chat at CXN Live: Omnichannel CX 2022 was how Wells Fargo had taken an agile approach to offering customers a “seamless, phy-gital” experience in-store and during online interactions. Making the mortgage process, which can be stressful for many consumers, smoother has been an integral part of the brand’s approach to digital transformation.

Within Wells Fargo, developing better connections between contact centers and store associates, and ensuring the right channels are reaching the right customers at the right time, have been central to this process, with customer retention remaining an important and measurable goal.