Achieving Customer Centricity in Retail Banks
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Overview: The banking industry is witnessing a permanent shift in consumer expectations around their banking relationships. Mobility and social media are creating a new marketplace where consumers expect anytime, anywhere access, with a high level of service and a strong interaction experience. However, most banks are ill-prepared to cope with these growing demands. The move towards customer-centricity has for the most part been a half-hearted one, and banks struggle to provide true multi-channel interaction at the front-end with a consistent customer experience. Banks should embrace mobile banking now to address immediate demands, while look to embed real-time analytics into front-office processes to enable stronger decision-making and higher service levels.