A regional bank wants to improve the customer satisfaction score for its online banking user base by 25%. Which two system capabilities best support this business outcome? (Choose two.)

Question

Options

• AThe creation of a consistent customer master that spans across all customer-facing business
• BSingle sign-on access management which enables customer authentication credentials to
• CA user experience that is optimized around how the company's backend order management
• DThe introduction of an Enterprise Resource Planning platform to replace the company's
• EImplementing a cloud computing solution that incorporates industry best practices.

• A
  82% (46)
• C
  4% (2)
• D
  5% (3)
• E
  9% (5)

Explanation

Options A and B directly address the customer-facing online banking experience: a consistent customer master (A) ensures customers receive seamless, personalized service across every channel without data inconsistencies or repeated requests for information, while single sign-on (B) removes authentication friction - one of the top pain points in digital banking - letting customers access services effortlessly.

Why the distractors are wrong:

• C is a trap - optimizing UX around the company's backend order management means designing for internal systems, not customer needs, which would hurt satisfaction.
• D (ERP) is an internal operations platform focused on finance, HR, and supply chain - it has no direct impact on how customers experience online banking.
• E (cloud computing) is infrastructure, not a customer-facing capability; cloud alone doesn't improve satisfaction without specific customer-centric features built on top of it.

Memory tip: Think "Know me, log me in easily" - the bank needs to know the customer consistently (master data = A) and let them in without friction (SSO = B). Both are customer-facing and directly tied to experience quality, unlike the other options which are internal or infrastructure concerns.

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