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DCG research and articles about: banking

Bank sign on glass wall of business center

Bringing data and process together at Bank of the West

I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >


Avoid the Journey Map Trap

The business rationale for developing a journey mapping practice is straightforward and easy to understand. What organization wouldn’t want to take the guesswork out of delivering great customer experience, every time, all the time? What organization wouldn’t want to remove points of friction with customers and prospects, engaging rather than frustrating them? Perhaps less well… read more >

Free Developer Report

Optimizing High-Value Customer Journeys: The Case of Banking

Given a choice, would you rather go to the dentist, or listen to what your bank has to say? In an exhaustive study of 10,000 millennials in the U.S. (defined as those born between 1981 and 2000), Viacom Media Group found that seven out of ten respondents preferred a session in the dentist’s chair. Banks… read more >

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