Community

This is a great and really interesting comment Stanley. Thank you! This explains a lot. The question is how banks can manage this in-house competition to make it more productive and benefit from it? What changes must happen in bank culture to switch on customer-centered approach in long term?

What is your opinion about why it's happens? Or maybe it's not? Please share your thoughts in comments...

I see your point. Fintech also include neo banks and challenger bans that will provide wide range of services. It's only a question of time. Banks have to move to digital anyway.

Thanks Stanley, I saw it already, good one. It's really important for industry to raise those topics, so I'm glad to see that I'm not the only one.

Ketharaman, I think you right. Of course for large enterprice it's harder to ensure delightful UX. However we have such examples also - Apple, AirBnB, Uber etc. Some of banks also quite successfully improving their UX by the way. So, I am talking about industry just because banks are traditionally focused on product-centered thinking instead of customer-centered which is required in nowadays digital age.

Appreciate your comment Stanley! You definitely right, in the digital age only smartest will survive.