Financial services customers are looking for financial institutions to deliver bundled products, customization, 24/7 access, and consistent interaction. Their IT operating model should achieve customer centricity by aligning IT and the business, creating faster decision cycles, developing a single view of the customer, and linking IT strategies to the business strategy.
Financial services customers today are looking for financial institutions to deliver a new level of service that includes:
As organizations transform from product- to customer-centric models, they need to balance customer satisfaction with profitability.
Financial institutions need to build an IT operating model and deliver technology solutions that enable customer centricity. Practices leading institutions have used to address these challenges include: