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Customer Centricity: The Key To Success in Retail Banking
Despite the financial crisis subsiding, many households and business clients have remained tentative about entering long term borrowing contracts and have created a saving surplus instead. As a result, banks are redirecting their focus to retail banking and are reinventing themselves as customer-centric organisations.
Many institutions, however, still use legacy infrastructures and processes that hinder necessary readjustments, particularly with regard to information exchange and customer communication.
This white paper outlines how to overcome these challenges and how banks and financial institutions can reengineer core IT and business processes to support their business objectives.