EY has developed a new measurement framework called the Intelligent Customer Experience (ICE), which represents an innovative new approach to measuring and improving the customer experience in banking.
Guiding an industry in transition
Amid significant global regulatory reform, banks and securities firms are faced with numerous challenges and sweeping changes. How should banks' operating models evolve? Where are the greatest opportunities for growth? What is the most effective way to raise and manage capital?
These are some of the questions banks are wrestling with as they seek to comply with new regulations while meeting the expectations of customers and shareholders for service, transparency and return-on-investment.
We provide guidance in these key areas: