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Customer Centricity: Four Bank Success Stories
Jun 2014, No. 78
There's a good deal of consensus around the idea that retail banks need to become more customer-centric. Still, many have yet to swing into action. Executives often voice frustration at the lack of a navigable map between lofty industry goals and their own particular business situation. "Yes, we agree that we need to become more customer-centric. Now what do we do?"
In this white paper, FICO's Chief Analytics Officer Andrew Jennings shares success stories of four banks taking major strides toward customer centricity. These banks are achieving the kinds of results—in increased profits, expanded market share, reduced compliance risk and higher customer satisfaction—expected from such a transformation. As such, their experiences hold lessons from which we can all learn.
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