Today’s customers understand their commercial value, and can no longer be conveniently categorized. In this culture of the niche, all interactions, products and services need to be personalized.
Beyond personalization, customer experience design and customer experience must be embedded at the heart of everything a financial services organization does. New tools and practices are emerging to help businesses build a customer-centric future.
Furthermore, growth is coming from unexpected places. New customer segments, new and emerging markets, and ecosystems offer opportunities for talent development as well as organizational design and change management. Operational effectiveness strategies rest on harnessing the future of work and customer-centric thinking, facilitated by IT change.