#77 How M&A Impacts Digital Customer Experience

What happens to the customer experience when banks merge?
In this episode, we dive into a crucial—but often overlooked—aspect of banking mergers and acquisitions (M&A): the digital customer experience. While M&As typically aim for cost savings, market growth, and tech integration, many banks overlook the human side of transformation—leading to frustrated users, fragmented experiences, and lost trust.

We unpack the four common M&A scenarios in banking—new brand creation, dual-brand retention, full brand acquisition, and traditional bank + Fintech partnerships—and reveal the unique UX challenges each presents.
If your bank is merging, acquiring, or partnering for growth, this episode is your blueprint for ensuring digital transformation doesn’t leave your customers behind.

Find out:

• How M&A decisions directly impact digital experience and loyalty
• Why UX must be part of the M&A playbook from day one
• How banks can turn integration into a driver of long-term innovation and trust

Read the full article on UXDA's blog:

https://theuxda.com/blog/how-merger-acquisition-impacts-digital-customer-experience-in-banking

* AI podcast on UXDA article powered by Google NotebookLM

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