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  5. U.S. Bank: Setting a High Bar in Customer Onboarding

U.S. Bank: Setting a High Bar in Customer Onboarding

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15 March 2022
Alenka Grealish

Winner of the Celent Model Bank 2022 Award for Digital Commercial Client Onboarding

Abstract

Digital commercial customer onboarding is ripe for competitive differentiation. Banks in the vanguard are achieving step change, which Celent defines as leveraging proven and emerging technology to transform processes and customer journeys, informed by customer discovery and internal inventing on behalf of the customer. Achieving this step change enables pacesetters such as U.S. Bank to differentiate themselves in a highly competitive market.

U.S. Bank’s digital commercial onboarding initiative stands out for successfully taking on the immense challenge of making onboarding and product/service fulfillment fast, simple, and transparent. The bank’s approach to this project exhibits numerous best practices: rethinking processes, collaborative approach, cross-functional, agile team, and Incremental, iterative transformation approach.

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