Executing on Customer-Centricity

How Financial Services Organizations Can Unlock Uncommon Growth

Non-traditional players – like fintechs, “super apps” and neobanks – have built their businesses around serving the whole customer. They use digital technology to open new sources of demand, and they find growth opportunities by constantly evaluating customer behaviors and designing solutions to fill the gaps.

Dealing with decades-old technology and product-centric org charts, traditional financial services organizations face higher barriers to achieving customer-centricity. To win and retain their customers, they’ll need to think and act like a disrupter by being hyper-focused on the 360-degree customer view.

Executing on Customer-Centricity is the latest research from Prophet’s Financial Services practice. It includes interviews with nearly 50 senior executives with customer-facing responsibilities across banking, insurance and financial services.  Our findings will help financial services organizations think bigger and act bolder, enabling them to achieve customer-centricity across the entire enterprise by transforming their cultures.

Read this report to gain deeper insights on:

• The practice of customer-centricity – and how it pays off in share of wallet, higher loyalty, more referrals and stronger operational gains
• The top five industry-specific challenges faced when it comes to achieving customer-centricity
• The five actions legacy companies can take now to better orient themselves around their customers
• A refreshed approach to transformation with culture as the keystone and Prophet’s Human-Centered Transformation Model™ as the guide

Download the report below.