Fiserv: How Customer Centricity Impacts Institutional Performance
Posted: 1 February 2015 | Source: Fiserv
It may seem counterintuitive, but if your financial institution’s sole focus is improving the customer experience, then you’re not a customer-centric organization. Customer centricity involves a data-driven analysis of customer preferences and behaviors in order to better focus on segments that bring value to a financial institution.
In this Boardroom Series session, Don Shaurette, director of Market Intelligence for Enterprise Performance Management, Fiserv, discusses how to rethink processes associated with risk management and finance-related planning from a customer-centric perspective.