| Abstrakt: |
It is vital for financial institutions to acquire and digitally onboard customers in a user-friendly and seamless manner. This is relevant and urgent for financial products. Despite its importance in the financial sector, digital onboarding has not been studied from a business process perspective. To address this gap, we conduct a multivocal literature review to examine how customer onboarding is defined, its main sub-processes, associated issues, how onboarding processes can be improved, and the value of such improvements. Our results show that the main issues concern consumer-facing aspects, competition, regulations, and organizational aspects. Moreover, process improvements aim to address customer experience, compliance, incorporating digital technologies, and data-driven decision support. Therefore, the results of this paper are twofold. First, we address a gap in the study of digital onboarding from a business process perspective. Second, we classify the findings in a framework for improving customer onboarding processes in financial services. The framework is particularly useful for business and process analysts who work with redesigning onboarding processes for digital financial services. [ABSTRACT FROM AUTHOR] |
