TECH BUYER Sep 2019 - IDC PlanScape - Doc # AP44824420

IDC PlanScape: "New" Customer Centricity for Banking in Asia/Pacific

By: Handojo TriyantoSenior Research Manager

Table of Contents

IDC PlanScape Figure

Figure: IDC PlanScape: Executive Summary of "New" Customer Centricity for Banking in Asia/Pacific

Executive Summary

Why is new customer centricity Important?

Affecting Banking Customers Directly

Smartphones

Social Media

Supporting Customer-Facing Processes

Big Data Analytics

Internet of Things

Affecting Customers Indirectly by Supporting Operations for the Customers' Benefit

Cloud

Blockchain

Artificial Intelligence

What ARE new customer centricity initiatives?

Connected Collaboration

Table: Changes for Connected Collaboration

Customer Consent

Table: Changes for Customer Consent

Personalization

Table: Changes for Personalization

Recommendation

Table: Changes for Recommendation

Continuity

Table: Changes for Continuity

Mentorship

Table: Changes for Mentorship

Who are the Key Stakeholders?

Table: Key Stakeholders in Customer Centricity Implementation

How Can My Organization Take Advantage of the new customer centricity framework?

Principles for Designing Customer Centricity

Table: The Principles of Customer Centricity

Development Method for Customer Centricity Implementation

Table: IDC's Development Method for Customer Centricity Implementation

Advice for Technology Buyers

Related Research

Content


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