Table of Contents
IDC PlanScape Figure
Figure: IDC PlanScape: Executive Summary of "New" Customer Centricity for Banking in Asia/Pacific
Why is new customer centricity Important?
Affecting Banking Customers Directly
Supporting Customer-Facing Processes
Big Data Analytics
Internet of Things
Affecting Customers Indirectly by Supporting Operations for the Customers' Benefit
What ARE new customer centricity initiatives?
Table: Changes for Connected Collaboration
Table: Changes for Customer Consent
Table: Changes for Personalization
Table: Changes for Recommendation
Table: Changes for Continuity
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