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The customer engagement imperative: What banks can learn from the FinTech playbook

Gareth Wilson, UK Banking and Capital Markets business lead, Capgemini & Elias Ghanem, Vice President and Global Head of Capgemini Research Institute for Financial Services, reflect on the growth of digitalization across the industry and a shift in customer needs. They discuss the challenges banks are facing as a result, what they should be investing in and leveraging to tackle this challenge, and how they can use data and AI/ML technologies to create superior customer experiences that drive growth. They also reflect on how positioning the CMO as a customer strategist and chief engagement officer can further enhance growth opportunities.

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Comments: (1)

Hitesh Thakkar
Hitesh Thakkar - SME - Fintech startups (APAC and Africa) - India 11 May, 2022, 18:03Be the first to give this comment the thumbs up 0 likes

Surprise to see 75% customers getting ' Fun' from Fintech and not from Bank - Customer experience as far banking goes is simple for banks to win 'Help manage my wealth/money' = Value that bank can deliver.

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