With a clear focus on the customer experience and new – digital - ways of doing marketing, retail banks have made a significant shift to digitalization or digital transformation. Yet, the innovations mainly revolve around the front end, while the back end often remains overlooked.
It’s a crucial reason why...
Retail banks have several digital transformation challenges to tackle. The core mission of the retail bank is increasingly about creating the customer-oriented conditions for people to manage their personal finances. Make no mistake: in the end, that boils down to selling more and saving costs, even if customer-centricity is...
Recently, I had the pleasure to talk with marketing executives at some financial institutions and retail banks in mainland Europe. You might not immediately think “pleasure” when thinking about banks but to me, it really was a pleasure. The reason: during these conversations, I was surprised to see how...
