(via McKinsey Quarterly)
New research reveals that focus, simplicity, “digital first,” and perceptions matter most.
In recent years, customer experience (CX) has emerged as a major differentiator for large companies, including financial-services providers. In a McKinsey survey of senior executives, 90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.
It’s a priority because the stakes are so high. For financial institutions, for example, rising customer expectations are pressing organizations to come up with more functional improvements even as alternatives to traditional financial services are emerging. In this dynamic environment, financial institutions… Continue reading
(via Payments News – from Glenbrook Partners)
On the Web: PayPal co-founder raises $275 million to reinvent credit – "Banks and financial institutions have not created products that serve younger generations in the most efficient way, according to Max Levchin, the co-founder of eBay-owned payments giant PayPal." BitBeat: Day After FinCEN Bombshell, Ripple Labs Addresses Concerns – Wall St. Journal – "Even with these clarifications, questions and speculation will continue to percolate around FinCEN’s dramatic action against the second-biggest digital currency in market capitalization terms." Visa Moves At The Speed Of Money – Forbes – "None of which seems to faze Visa’s chief executive, Charlie Scharf. In…
Complete story at source: Payments News – from Glenbrook Partners
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