In a world where customer experience trumps all, banks have had to evolve their customer experience to keep pace with ever evolving demands. Pakistan, a largely cash economy, recorded an immense volume of manual transactions in 2018; 75.9 million cash deposits at the counter, a staggering 45.8%, out of total bank counter transactions. This translated in to a lot of customers at branches, with access to services only during limited branch operating hours. There was a clear need for service evolution. One key strategy for this evolution is the adoption of digital tools. In a market where digital banking is still in a relatively infantile stage, banks require a smart onboarding strategy to ease customers into new features.
