Retail Banking and Finance: Audit for Your Response to Customer Demands
Knowing who your customers are and what they want is the Holy Grail of many marketers and business stakeholders. Often at times we might think we know, but we couldn’t be more wrong. And if this wasn’t enough of a challenge in a traditional environment, we now face the pressure of needing extensive customer profiles in an omni-channel environment.
Subject to this challenge are many industry sectors, with the banking and finance world being one of them. Reports like the EY Report, Winning Through Customer Experience, and the Accenture report, The Digital Disruption in Banking, show what types of issues financial institution and banks face, issues that could be fatal to them if not addressed.