Can major financial institutions deliver on the increased customer expectations fuelled by the Internet asks Andrew Warren, managing director, financial services division at Cap Gemini.
The Internet and related technologies are ushering in a whole different order of customer relationship. Technology can enable customers to receive information immediately, to do things instantly and allows them to rely more on organisations through richer 'partnerships' that relieve the burden of their ever complex financial lives. How well larger institutions take advantage of this important opportunity may well depend on how well they manage the migration from systems that are largely defined by the limits of their legacy 70s technology.
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