Banks that successfully transform operations to focus on customers rather than products will survive…and thrive. In this digital age, it is tempting to focus on technologies that enable such a shift, but being customer centric is about more than just technology. There are a number of pieces that must fit together to build effective, customer-centric operations. These include process and cultural changes, in addition to new systems. It’s a bit like putting together a jigsaw puzzle.
For banks beginning the journey or seeking to accelerate transformation, this article describes four key pieces of the puzzle—steps that will go a long way toward completing the “picture” of a bank ready to win a greater share of wallet from today’s—and tomorrow’s—customers.
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