This IDC Tech Buyer Presentation provides IDC's view on customer relationship — one of the key tenets of IDC Financial Insights' customer centricity research area. The presentation highlights the missions, methods, challenges, and pitfalls to develop a smart relationship with customer at scale. IDC believes that artificial intelligence/machine learning (AI/ML) plays an important role in developing relationship with customer at scale. This presentation also provides the trend and drivers for customer-centric initiatives and strategies for financial services and complete with a list of top use cases. The presentation was presented virtually in IDC's Asian Financial Services Congress 2021, IDC Arena, in April 2021.