Description

A focused course, tailored for you

Building a Regional Bank Customer Experience Platform (Omnichannel + AI Personalisation + Branch + Compliance)

Build the regional bank customer experience platform in 12 weeks. Omnichannel journey + AI personalisation + branch-digital integration + compliance overlay + executive engagement.

Regional banks face customer-experience pressure from money-center banks (digital depth) and neobanks (mobile-first elegance). Vice Presidents who build the integrated customer experience platform directly own deposit growth and NIM defence. Here is the 12-week build.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

Regional banks compete on customer experience against money-center banks investing tens of billions in digital and neobanks (Chime, Varo, Current, SoFi, Discover) shipping mobile-first elegance. Branch network alone no longer wins. Mobile-app-only does not either. The integrated customer experience platform with omnichannel journeys, AI personalisation, branch-digital integration, and compliance overlays does.

VPs that build this platform directly own deposit growth, NIM defence, and customer-lifetime-value. VPs running disconnected channel initiatives lose ground.

This course teaches the 12-week build of an integrated regional bank customer experience platform: omnichannel journey architecture, AI personalisation framework, branch-digital integration, compliance overlay (Reg E, Reg Z, Reg DD, UDAAP, BSA/AML), measurement framework, and the executive engagement model. Twelve modules with deliverables. Plus a hand-built implementation playbook for your bank.

What you walk away with

A documented omnichannel journey architecture.
An AI personalisation framework with bias monitoring.
A branch-digital integration design.
A compliance overlay across consumer financial protection regulations.
A measurement framework aligned to deposit growth and NIM.
An executive engagement model.
A 12-week build plan.

The 12 modules

Module 1. Regional bank customer experience landscape 2026

Detailed walkthrough of competitive landscape: money-center banks (the firm, Bank of America, Citi, Wells Fargo customer experience investments), neobanks (Chime, Varo, Current, SoFi, Discover Bank, Apple Cash), super-app threats (Cash App, PayPal), and consumer-banking trends (mobile-first acquisition, voice banking, embedded finance). What regional banks must match.

Module 2. Omnichannel journey architecture

Build the omnichannel journey architecture: customer-journey mapping (onboarding, transactional, advisory, support), channel-handoff design (mobile to branch, mobile to call center, branch to digital), single-view-of-customer model, identity reconciliation, and the journey-orchestration platform (Adobe Journey Optimizer, Salesforce Journey Builder, in-house). Three architecture patterns from peer regional banks.

Module 3. AI personalisation framework

Build the AI personalisation framework: next-best-action engine (cross-sell, deepening, retention), behavioural segmentation, real-time personalisation (offer-orchestration platform: Salesforce Personalization, Adobe Target, Dynamic Yield, Optimizely), explainability for compliance (no unfair discrimination per CFPB UDAAP), and bias monitoring across protected classes. Three personalisation patterns.

Module 4. Branch-digital integration

Build the branch-digital integration: appointment scheduling, pre-engagement digital workflow, branch-staff augmentation with customer-360-view, digital-to-branch handoff, branch-task automation (deposit, payments), and the branch-digital-experience consistency. The integration that uses branch as differentiator without forcing customers through branch.

Module 5. Mobile and digital banking platform

Build the mobile and digital banking platform: native-app architecture, web banking architecture, biometric authentication, transactional features (P2P, check deposit, bill pay, transfers), financial-wellness features, account-aggregation (open banking partnerships, finicity), and the platform-engineering operating model. Three platform patterns.

Module 6. Compliance overlay across consumer protection

Build the compliance overlay: Regulation E (electronic fund transfers, error resolution), Regulation Z (truth in lending), Regulation DD (truth in savings), Regulation B (ECOA), CFPB UDAAP, OCC Heightened Standards consumer compliance integration, BSA/AML at customer onboarding, and the integration across channels. The overlay that prevents UDAAP findings and enforcement.

Module 7. Acquisition and onboarding optimisation

Build the acquisition and onboarding optimisation: acquisition-channel attribution, digital-account-opening conversion optimisation, KYC and identity verification (Plaid, Trulioo, Jumio, Onfido), funding flow optimisation, first-90-days engagement model, and the cohort-tracking. The model that compounds acquisition into engaged customers.

Module 8. Retention and deepening programmes

Build the retention and deepening programmes: behavioural-triggered cross-sell, savings-and-investment deepening, lending-product cross-sell, attrition-prevention model, win-back motion, and the integration with relationship-manager teams. The programmes that drive primary-bank relationship.

Module 9. Voice of customer programme

Build the voice-of-customer programme: NPS measurement (relational + transactional), CES tracking, customer-feedback loop with engineering, complaint-aggregation and trending, regulator-complaint tracking (CFPB Consumer Complaint Database monitoring), and the executive-feedback cadence.

Module 10. Data and analytics architecture

Build the data and analytics architecture: real-time customer-data platform (Adobe RT-CDP, Salesforce Data Cloud, Treasure Data, Hightouch reverse-ETL), behavioural-event-stream architecture, model-serving infrastructure, customer-360-view database, and the analytics-engineer operating model. The architecture that supports omnichannel and personalisation.

Module 11. Executive engagement and board reporting

Build the executive engagement: CEO partnership, CMO partnership, COO partnership, CTO partnership, CRO partnership, CCO partnership, and the board-of-directors reporting cadence. Customer-experience metrics the board reads: NPS trend, deposit growth, primary-bank-relationship penetration, retention by cohort, complaint-rate trending.

Module 12. Your 12-week build plan

Week-by-week plan with weekly deliverables. Weeks 1-2: customer-experience landscape + omnichannel journey architecture. Weeks 3-4: AI personalisation framework + branch-digital integration. Weeks 5-6: mobile/digital platform + compliance overlay. Weeks 7-8: acquisition optimisation + retention programmes. Weeks 9-10: voice of customer + data architecture. Weeks 11-12: executive engagement + programme launch. Deliverable: full integrated customer experience platform.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Module 1 covers the landscape.

Modules 2 to 6 produce omnichannel journey, AI personalisation, branch-digital integration, mobile/digital platform, and compliance overlay.

Modules 7 to 9 cover acquisition, retention, and voice of customer.

Module 10 covers data architecture.

Module 11 covers executive engagement.

Module 12 covers the 12-week build plan.

What you get with this course

The 12-module course delivered as text plus downloadable templates.
Templates for omnichannel journey architecture, AI personalisation framework, branch-digital integration, mobile/digital banking platform, compliance overlay, acquisition optimisation, retention programmes, voice of customer programme, data architecture, executive engagement.
A hand-built implementation playbook generated for your specific bank.
Three worked examples of integrated customer experience platforms at peer regional banks.
Scripted talking points for the COO and CMO engagement.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: Customer-experience landscape mapping completed.

Week 4: Omnichannel journey + AI personalisation framework built.

Week 8: Mobile/digital platform + compliance overlay operational.

Week 12: Full integrated programme in operation.

Before and after

Before

Your bank runs branch network, mobile app, web banking, and call center as separate channels. Customer journeys break between channels. AI personalisation is ad-hoc. Money-center banks and neobanks outcompete you on experience.

After

An integrated customer experience platform is operating. Omnichannel journeys are coherent. AI personalisation drives next-best-action. Branch and digital integrate. Compliance overlay prevents UDAAP findings. NPS and deposit growth align.

What happens if you do not address this

Regional banks competing on customer experience without integrated platforms lose primary-bank relationships to money-center banks and neobanks.

Who it is for

For Vice Presidents, Senior Directors, customer experience leaders, and Chief Operating Officers at regional banks.

Who this is NOT for. Pure research roles. Firms with no consumer banking. Pure technology firms.

How it arrives

Text-based course via LMS, plus downloadable templates and the hand-built implementation playbook.

Time investment. Roughly 22 hours of reading and 200 to 400 hours of team effort across the 12-week build.

Why $199 is the right number

External customer experience consultants charge $500K-$3M for integrated platform builds. Big4 banking advisory engagement runs $1M-$5M. Specialist customer experience firms (Lippincott, Prophet, Continuum) charge $300K-$1.5M. $199 buys the focused playbook plus the implementation document for your specific bank.

FAQ

Will this replace hiring a customer experience consultant?

Partially. It teaches the platform build. You may still want specialist input for journey-mapping facilitation.

What if my bank has limited mobile-app capabilities currently?

Module 5 covers mobile/digital platform build patterns.

Does this cover commercial banking customer experience as adjacent?

Module 1 covers commercial banking variants.

What about wealth-management customer experience overlap?

Module 8 covers wealth-management integration.

What is in the implementation playbook for me specifically?

Omnichannel journey architecture tailored to your bank's branch network and digital footprint; AI personalisation framework matched to your customer base; a 12-week build plan.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.