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There’s a good deal of consensus around the idea that retail banks need to become more customer-centric. It’s a key topic with nearly every company I’ve met with and nearly every industry forum. I’ve attended over the past few years. Publications by Gartner, McKinsey & Company, Ernst & Young, PricewaterhouseCoopers, Deloitte, the
Wall Street Journal, the Financial Times, the Economist, Businessweek, Forbes—and, of course, FICO—have all addressed it.
Nevertheless, many banks have yet to swing into action. I often hear executives and managers 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?
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