Time for banks to over-perform on customer experience

This article assesses how banks perform with regard to customer experience. Banks operate in a highly competitive environment, and often place great deal of emphasis on business goals like improving efficiency.

Time for banks to over-perform on customer experience

Ian Benn Fidelity National Information Services

Every year the research consultancy Gartner surveys global bank executives on their strategic priorities for the next 12 months. Unsurprisingly, the Gartner Annual CIO Survey 2007found the top priority was competitiveness. In very large part, this means keeping a grip on, and ideally reducing, operating costs. The next highest ranked priority was new business development. Like most customer service businesses, banks are great at managing their cost bases to improve efficiencies, and they are...

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