of the customer experience . Spanning not just technology , but people , and processes too , putting digital at the core of the customer experience can realign focus , and help find a common goal that meets the ever-changing needs of both the business and its customers .
Indeed , the FS businesses that will see the best results from digital transformation in 2016 and beyond , will be those that think like a start-up and behave like an entrepreneur . This doesn ’ t mean trying to replicate what others are doing – it means investing in a culture that helps their business excel . It means focusing on the customer and the experience .
For any FS company looking to maximise returns from digital transformation , here are three pieces of advice :
1 . Focus on online and cross-channel customer experiences but don ’ t ignore traditional channels – digital transformation can still have a significant impact on offline channels too .
2 . Advocate digital transformation and first-class customer experience from the top level down – everyone needs to be responsible for delivering a first-class experience so don ’ t make it one person ’ s responsibility and make sure that every ‘ new recruit ’ is on board . In order to remain ahead of the digital curve , banks and financial services must invest in the right people to develop and deliver the strategies and roadmaps that will bring about transformation . This doesn ’ t
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