Wells Fargo: Easy Connect Banking Platform
Reimagining the Customer Journey with Five Guiding Principles
In 2019, the Wells Fargo Commercial Banking and Corporate & Investment Banking groups embarked on a multiyear program to reimagine the customer and employee experience, driving operational efficiency and reducing risk by leveraging composable building blocks, hyperpersonalization, and a holistic approach to customer journeys. The bank implemented its “Easy Connect Banking Platform” ecosystem to enable the end-to-end digital experience for its customers with streamlined processes and enhanced core capabilities for its employees.
Wells Fargo identified five guiding principles that were critical to achieving its objectives:
- Reimagine customer centricity
- Digitize front to back
- Ensure cross-LOB consistency
- Deploy data as an asset
- Improve operational efficiency
Wells Fargo engaged Infosys Consulting to help lead the bank’s digital transformation by focusing on a prototype-led approach that identified employee/customer needs upfront and removed ambiguity early in the program. As a result of the program, the bank reduced onboarding times, lowered periodic customer review cycle times, and migrated millions of documents to a shared strategic repository. Wells Fargo’s digital transformation has helped shape the culture to be more agile, adaptable, and solution oriented.