EX—Perspective on Modern Digital Banking

  • Duena Blomstrom


Further to the introduction of the terms Good and Bad Money Moments, this chapter explores how one can be maximized and the other minimized by creating intensely emotionally connected experiences (EX) and then a few examples of the banks that have examples of EX in some of the features of their digital offering such as mBank, CBA, Barclays Pingit, Simple along with an analysis as to why each of those features creates a Good Money Moment and positive emotional experience and makes the consumer think of the respective bank as a brand.

Copyright information

© The Author(s) 2018

Authors and Affiliations

  1. 1.Emotional BankingLondonUK

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