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Retail Bank Customer-Centric Transformation

Successfully organizing around change

Original Presentation Date

Nov. 19, 2013

Key Takeaways

It is important that retail bank marketers learn the tools available to advance the dialogue with their executive leadership in order to effectively assess their organizations current state of customer centricity and offer suggestions on how they can transform to being a customer centric organization.

Attendees on this webinar benefitted from these pieces of information:

  • Clear articulation of the “burning platform” driving customer centric transformation in banks
  • Examples of how and why retail banks are getting stuck and how to avoid this
  • A best practice approach to customer centric transformation for a retail bank

Detailed Overview

Merkle hosted a complimentary webinar on Tuesday, November 19, titled, “Retail Bank Customer Centric Transformation: Successfully Organizing Around Change.”

The retail banking space has become increasingly focused on customer centricity and bringing customer strategy to the center of their business strategy as a competitive differentiator. This is driven by the convergence of factors, including profit pressure from regulation, the prolonged recession, the digitization of media and channels, the enabling of individualized engagement at scale, and changing consumer research and purchase behavior.