Inquiry Response: Getting Executive Buy-In For Digital Transformation
We’re preparing for a digital transformation — shifting from account-centric to customer-centric. The leaders like the idea in spirit, but how do we get them to understand what this really means so we can begin to take real action?
THE BIG IDEAS:
- Customer experience matters
- Mindset shift
CUSTOMER EXPERIENCE MATTERS
In general, the banking world is shifting toward customer-centricity, so you’re on the right track. Convincing executives that customer-centricity is the way to go comes down to