Customer-centricity lies at the heart of high performance in financial services. Australia’s financial institutions like those around the globe are feeling pressure to achieve organic growth and are spending considerably on sales, marketing and customer service to attract and retain clients vital to that growth. But in their pursuit of high performance, banks and insurers face numerous challenges—ranging from changing customer demographics, changing expectations and rapid product commoditisation; to increasing product and service complexity, and integration pressures across all interaction channels. These factors threaten to erode the ability of financial institutions to attract, retain and grow an adequate number of customers to be able to meet investors’ demands for return on their investments.
In this edition of The Point, Accenture examines how financial services organisations can drive sustainable growth by building a new, customer-centric operating model that can support the delivery of the right experiences. By applying this model and monitoring and refining those experiences over time to ensure products and services keep pace with the ever-changing needs of their customers, they can deliver higher performance to the company overall.
Read more in the latest issue of The Point