Enhancing Customer Experience in the Banking Industry with Appian

Sharmila (Sam) Wijeyakumar, MSc

Sharmila (Sam) Wijeyakumar, MSc

C-suite Leader, B2B Tech Sales Rainmaker, Speaker, Author, Mom, Anti Human Trafficking Survivor Advocate, data geek, love BFSI, Energy

In today’s digital age, delivering exceptional customer experiences is a top priority for banks. Appian, a leading low-code development platform, offers a robust solution to help banks enhance customer experience. By providing a unified and personalized interface across multiple channels, Appian empowers banks to build customer-facing applications, such as mobile banking apps, that offer intuitive interfaces and self-service options. In this blog post, we will explore how Appian revolutionizes customer experience in the banking industry, with a specific focus on Know Your Customer (KYC) processes.

Unified and Personalized Interface:

Appian enables banks to create a unified and consistent interface that spans across various channels, including mobile, web, and in-branch experiences. With its low-code platform, banks can design and develop customer-facing applications that provide a seamless and personalized journey. Customers can access their accounts, perform transactions, and access relevant information effortlessly, regardless of the channel they choose. This consistency fosters a positive and seamless customer experience, strengthening customer engagement and loyalty.

Mobile Banking Apps:

Appian empowers banks to build feature-rich mobile banking applications that cater to the evolving needs of customers. These apps offer intuitive user interfaces, enabling customers to perform a wide range of tasks conveniently from their mobile devices. Customers can view account balances, transfer funds, pay bills, and manage their financial profiles with ease. Appian’s low-code approach allows banks to rapidly develop and deploy mobile apps, ensuring a competitive edge in the mobile banking landscape.

Self-Service Options:

Self-service has become a preferred mode of interaction for many customers. Appian allows banks to provide self-service options through customer-facing applications. Customers can initiate transactions, update personal information, and request services without relying on assistance from bank staff. This empowers customers with more control over their financial activities, saving time and improving overall satisfaction. Additionally, Appian’s low-code platform enables banks to continuously refine and expand self-service capabilities based on customer feedback and emerging trends.

[elfsight_portfolio id=”2″]

Know Your Customer (KYC) Processes:

KYC is a crucial process for banks to comply with regulatory requirements and mitigate risk. Appian simplifies and streamlines KYC processes, making them more efficient and customer-friendly. Through Appian’s low-code platform, banks can develop KYC applications that guide customers through the necessary steps, including document submission, identity verification, and risk assessment. The automated workflows and intelligent decision-making capabilities of Appian ensure a smooth and consistent KYC process, reducing customer friction and enhancing compliance.

Data Security and Privacy:

Ensuring the security and privacy of customer data is paramount in the banking industry. Appian prioritizes data protection by providing robust security features such as access controls, data encryption, and audit trails. These measures help banks maintain customer trust and comply with data protection regulations. By safeguarding sensitive information, Appian enables banks to deliver a secure customer experience and strengthen their reputation as a trusted financial institution.


Appian’s low-code development platform empowers banks to enhance customer experience by providing a unified and personalized interface across multiple channels. With intuitive mobile banking apps and self-service options, customers can conveniently access and manage their financial activities. Furthermore, Appian streamlines and automates KYC processes, ensuring compliance and minimizing customer friction. By prioritizing data security and privacy, Appian helps banks build trust and loyalty with their customers. Embracing Appian is a strategic move for banks to deliver exceptional customer experiences and stay competitive in the digital banking landscape.

Want a closer look at Appian?

Book a Demo now, and we’ll show you how we utilize Appian technologies to help our clients be more agile and effective

Book A Demo