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Wells Fargo: Easy Connect Banking Platform

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28 April 2021
Patricia Hines

Reimagining the Customer Journey with Five Guiding Principles

Abstract

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:

  1. Reimagine customer centricity
  2. Digitize front to back
  3. Ensure cross-LOB consistency
  4. Deploy data as an asset
  5. 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.

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