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Becoming a customer-centric bank

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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