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Navigating the new normal

Navigating the new normal

Source: Boston Consulting Group

Becoming more customer-centric - while improving operational excellence - is critical to success in retail banking today, says the Boston Consulting Group.

Being truly customer-centric is about being a trusted partner, knowing the customer's needs and preferences on the basis of active history, and making acccess and interactions simple across multiple channels.

The report lays out the nine imperatives that banks must strive to attain in order to achieve success in today's turbulent retail banking environment.

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