Making Sense of the Customer Journey
To survive the onslaught from advancing attackers to the financial services industry, we advocate ‘outside-in thinking’ – working backwards from the customer frontline (designing the experiences that customers will love) – and then plotting the internal processes that support the customer experience vision.This systems-thinking approach uncovers the optimal roles and relationships within the...
The Power of the Modern Customer
In my previous article I listed the disruptive forces threatening financial services.This is not simply about technological advancement. The harsh reality is that financial companies have fallen out of touch with customer needs. These disruptors have arrived to serve an unmet need."The harsh reality is that financial companies have fallen out of touch with customer needs. These disruptors have...
Customer Engagement Model under Attack
In my previous article, I discussed the need for enterprise architecture building blocks as the basis for creating and delivering outstanding customer service. We will now turn to the disruptive forces that plague the financial services industry.In its paper 'Disrupting beliefs: a new approach to business-model innovation' McKinsey's starting point is that "every industry is built around long-...
