Self-services in digital banking

Dominik Weber — Mon, 13 Apr 2026 14:07:24 +0000

Self-services in digital banking

The missed opportunity for many banks

Rising customer expectations of self-services

Today’s customers expect simple, fast and cross-channel self-service options – around the clock. In doing so, they are looking to smooth experiences from fintechs, health insurance companies and other providers. This development puts Swiss retail banks under pressure to further develop their digital offerings. Self-services are no longer a side issue, but a decisive factor for efficiency, customer satisfaction and digital competitiveness.

The reality?

Many banks are not yet fully exploiting this strategic potential. Their self-service offerings are often fragmented, incomplete and do not always meet modern requirements.

Do you want to find out what your self-service potential is?

We show you where you stand compared to the competition, identify specific areas for action and point out possible solutions.

Where banks are wasting potential

Our market analysis using mystery shopping at 16 Swiss banks shows that many institutions struggle with fragmented functions across e-banking, mobile app and website away. Customers often don’t know which channel is the right one for their needs. At the same time Revenue opportunities remain unused: Product openings, for example, are often hidden instead of prominently placed.

In addition, there are functional gaps that impair the customer experience: poor search functions disappoint users, first-generation financial analysis tools provide too little added value and self-services relating to security and powers of attorney are often only partially available

The path to excellence

A successful transformation begins with an in-depth analysis of typical customer needs and the company’s own position compared to the competition. This allows strategic gaps to be identified and a balanced roadmap to be developed. Building on this, it is important to eliminate media disruptions and maximize automation in order to create a seamless customer experience. At least as important is the targeted optimization of the user experience and the clear communication of offers. Finally, customers and employees need active support to ensure that new self-services are not only introduced but also used sustainably.

Eight success factors for excellent self-services

1. neo-banks as a role model

Close strategic gaps as a fast follower

2. outstanding UX

On equal footing with fintechs, no walls of text.

3. good visibility

Clearly position services

4. high utilization

Using gamification approaches for activation

5. rapid implementation

Responding agilely to customer needs

6. end-to-end digitization

Straight-through processing without media disruptions

7. internal END-TO-END anchoring

Central responsibility is defined

8. breaking down silo solutions

Modern architecture instead of rigid core banking system

Four steps to excellence

Our pragmatic approach in four steps:

#1 - Analysis & target image:

Benchmark with customer expectations and a clear roadmap.

#2 - End-to-end integration:

Eliminate media disruptions, maximize automation.

#3 - Usage & Security:

Optimize UX, control communication in a targeted manner.

#4 - Change & Communication:

Actively support customers and employees.

Act now

The gap to best-in-class providers can be closed – with a clear vision and a targeted strategy. Don’t wait for the competition to leave you behind.

Arrange a non-binding session.

We show you where you stand compared to the competition, identify specific areas for action and point out possible solutions.

Contact

Dominik Weber

Lead CLM & Self-Services

dominik.weber@pragmatica.ch

+41 79 286 93 35

Learn more

Dominik Weber – Lead CLM & Self-Services | Pragmatica AG

Self-services in digital banking

Self-services in digital banking

The missed opportunity for many banks

Rising customer expectations of self-services

Do you want to find out what your self-service potential is?

Where banks are wasting potential

The path to excellence

Eight success factors for excellent self-services

Four steps to excellence

#1 - Analysis & target image:

#2 - End-to-end integration:

#3 - Usage & Security:

#4 - Change & Communication:

Act now

Arrange a non-binding session.

We show you where you stand compared to the competition, identify specific areas for action and point out possible solutions.

Contact

Dominik Weber