Banks today are moving towards a more transparent, global, customer-centric and digital experience through technology. Customers are looking for a true omni-channel experience whilst being viewed as the same customer across jurisdictions and products. Additionally, firm-level auditing and reporting has drawn attention to "know your customer"(KYC). Consequently, the first client touch point ‚the "client onboarding" process has emerged as a vital client service differentiator. Companies need to make sure they are keeping pace with the competition by constantly measuring, analysing and improving their customer experience processes. By really digging into their data, seeing each potential customer as a person and not just a statistics.