What’s the point of having flexible, fast and helpful technology if employees can’t embody the same behaviour? If digital transformation is going to succeed, it has to be a cultural transformation. So how does a digital culture act and behave?
Digital transformation is not just about implementing technology. It’s about changing behaviours and attitudes, and ultimately culture. It’s people who bring the benefit technology to life – a simple idea that is often overlooked in transformation initiatives.
With the industry caught up in playing catch-up with the forces of disruption, have we overlooked a simple truth in our digital assumptions? Customers still want to see and talk to other people. Find out how we can apply this to understanding the customer journey.
It’s time to align with customer values, not the bottom line. But transforming the customer experience is a huge commitment for a bank. How can we estimate the economic benefits of a satisfied customer?
What do millennials expect from a bank? That’s the 30 trillion dollar question - the amount millennials are expected to inherit from their parents. Banks have some challenges ahead as they try to align their business strategies with the demands of this next generation of investors.