Financial services organizations were challenged with ensuring their customers received efficient service in an environment where many transactions were often handled onsite or with an in-person service provider. Today, in a post-pandemic environment, it is imperative for organizations to assess the importance of permanently migrating the customer experience (CX) and required information to a self-service portal. For many organizations, embarking on a digital transformation with an end goal of introducing not only their customer base but also their CX team to a self-service environment will require carefully assessing the state of their organization’s technology, tailoring a new customer journey to customers’ expectations, and considering what parts of that experience should fall under self-service. This whitepaper provides an overview of the essential elements needed for customer service leaders in the financial services sector to get the most out of their self-service portal implementations.